Technical Support Engineer

Technical Support Engineer - Windows Performance role at Microsoft. Within the Customer Experience and Success (CE&S) organization, the Customer Service & Support (CSS) team builds trust by delivering a seamless support experience powered by Microsoft's AI technology. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues, collaborate across teams, and continue to develop your problem-solving, collaboration, and technical proficiency. This role is flexible in that you can work up to 50% from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. We value respect, integrity, accountability, and a culture of inclusion where everyone can thrive.

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching and mentoring of others.
• Technical proficiency: You deepen your technical and professional proficiency to enable you to resolve complex customer issues through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

5+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience of Windows System Administration, Configuration and troubleshooting, Hybrid technologies with deep experience in or working knowledge of most or all of these areas:

• Registry/File Storage/Event Logs and Auditing/File Association
• PowerShell/CMD line driven utilities
• Understand/Troubleshoot core OS architecture like CPU/Disk/Memory/Page File
• Virtualization and Hyper-V technologies
• Store for Business APPX installation
• Windows File Explorer/Desktop Search
• Troubleshooting Application Performance
• Troubleshooting System Reliability issues (crash, hangs, bugcheck, unexpected reboot)
• Troubleshooting System Management components like WinRM, WMI, Task Scheduler, Task Manager, Powershell
• Utilizing tools like Sysinternals, Fiddler, NetMon, NetStat, Tracert, SDDC
• Troubleshooting experience with tools - procmon, netmon, perfmon

• Strong Verbal Communication Skills: Ability to clearly articulate technical concepts to both technical and non-technical audiences.
• Negotiation Skills: Capable of negotiating with stakeholders to achieve the best outcomes for the organization and customers.
• Problem-Solving Abilities: Demonstrated ability to analyse complex issues and develop effective solutions.
• Customer Focus: Commitment to providing exceptional customer service and building strong customer relationships.
• Team Collaboration: Ability to work effectively in a team environment, sharing knowledge and supporting colleagues.
• Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Leadership: Ability to lead by example, mentor junior team members, and drive continuous improvement initiatives.

This position requires flexibility in working shift based on business needs, including potential shift rotations.

Equal Opportunity Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.