Sr. Technical Support Engineer

Overview

Sr. Technical Support Engineer (SCIM - Endpoint)

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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services. CE&S drives cross‑company alignment and execution to consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all support services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more resolve their issues quickly and securely, preventing future problems and helping customers achieve more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

This role is flexible in that you can work up to 100% from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• Develop technical and professional proficiency to resolve customer issues through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
• OR 5+ years of technical support, technical consulting experience, or information technology experience
• OR equivalent experience

CyberDefender Mindset: A proactive, collaborative, and customer-centric approach to anticipate, prevent, and mitigate cybersecurity threats.

Preferred Qualifications

• Chinese Proficiency
• Certifications such as CISSP, CompTIA Security+, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent
• Customer Service Foundations (LinkedIn Learning) or related training/experience
• Ability to effectively communicate with customer managers and executives on technical and business issues
• Organization, time management, project management, and negotiation skills
• 3+ years of experience providing support for enterprise level premier customers

Employment & 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, family or medical care leave, 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.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development

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