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Customer Support Engineer
2 months ago
Position Overview
As part of a global team with over 18,000 professionals, the Microsoft Customer Experience & Success (CE&S) organization is dedicated to enhancing the overall customer journey. Join us in our mission to not only deliver top-tier products and services but also to provide a unique and interconnected customer experience.
The Customer Service & Support (CSS) division within CE&S focuses on building trust and confidence for every individual and organization by ensuring a smooth support experience. Our aim is to assist customers and partners in swiftly resolving their issues, preventing future complications, and showcasing innovative ways to maximize their Microsoft investments.
Within CSS, the Digital Transformation Platform (DTP) team offers exceptional support to our worldwide clientele as they navigate their digital transformation. We deliver invaluable support solutions across a diverse array of technologies, including Data Analytics, Artificial Intelligence, IoT, Business Intelligence, Power BI, SQL, Dynamics 365, and Power Platform, thereby enhancing our customers' trust in Microsoft and boosting their business outcomes.
We are seeking individuals who are passionate about fostering customer success to join our Customer Service & Support (CSS) team as Technical Support Engineers. In this role, you will take ownership of, troubleshoot, and resolve intricate technical issues faced by customers. This position presents an opportunity for significant career advancement as you refine your problem-solving, collaboration, and research skills while enhancing your technical expertise.
This role offers flexibility, allowing you to work remotely up to 100% of the time.
At Microsoft, our mission is to empower every person and organization on the planet to achieve more. We foster a collaborative environment where we innovate to empower others and work together to achieve our shared objectives. Our core values of respect, integrity, and accountability guide us in creating an inclusive culture where everyone can thrive both professionally and personally.
Key Responsibilities
Issue Response and Resolution
- Investigate customer issues and maintain communication to keep them informed about the status and resolution of their concerns. Utilize troubleshooting tools (e.g., event logs, performance traces) to assist in resolving customer challenges.
- Address or escalate a variety of customer issues, documenting technical work and research findings.
- Analyze problems and devise solutions tailored to customer needs through log analysis and other proprietary tools.
- Collaborate on technical issues that span multiple teams and products, engaging with resources from other groups as necessary to resolve moderately complex customer challenges.
Readiness and Training
- Participate in readiness and non-technical training sessions to ensure proficiency in support topics.
Product and Process Enhancement
- Provide constructive feedback to senior engineers or technical advisors to improve products.
- Identify potential defects and escalate them to senior engineers for resolution.
- Leverage automated tools to deliver solutions for a wide range of issues and provide feedback on enhancing these tools.
- Adhere to established processes set forth by the organization.
- Engage in case triage meetings and discussions to collaborate and share insights for problem resolution.
