Sr. Technical Support Engineer

Overview
Sr. Technical Support Engineer (SCIM - Endpoint) role at Microsoft. This description reflects the responsibilities, qualifications, and organizational context for the position within the Customer Experience and Success (CE&S) organization and the Customer Service & Support (CSS) team. The role is flexible in location as it can be worked up to 100% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. CE&S drives customer success and support across Microsoft's portfolio, leveraging AI technology to help customers resolve issues quickly and securely.
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.
Proficiency development: You develop specific technical and professional proficiency to enable you 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
Required 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 CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.
Preferred Qualifications:
Chinese Proficiency
CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
Customer Service Foundations (LinkedIn Learning) or other Customer Service 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
Ability to meet Microsoft, customer and/or government security screening requirements, including the Microsoft Cloud Background Check
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.
Seniorities and Employment Details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Information Technology
Industries: Software Development
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