Introduction to Microsoft and the Role
Microsoft, a global leader in technology, is seeking a highly skilled and experienced Technical Support Engineer to join its Customer Service & Support (CSS) team as an Embedded Escalation Engineer. With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is dedicated to delivering a seamless and connected customer experience. As a Technical Support Engineer, you will play a critical role in resolving complex customer technical issues, collaborating with cross-functional teams, and driving product improvements.
About the Customer Service & Support Team
The CSS team is responsible for building trust and confidence with every person and organization by delivering a seamless support experience. The Applications & Infrastructure group, where this role is situated, provides commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions. As a Technical Support Engineer, you will be part of a dynamic team that is passionate about delivering customer success and empowering every person and organization on the planet to achieve more.
Key Responsibilities
As a Technical Support Engineer - Embedded Escalation Engineer, your primary responsibilities will include:
- Response and Resolution: Own, investigate, and solve complex customer technical issues, acting as an advisor to the customer and collaborating within and across teams to leverage troubleshooting tools and practices.
- Readiness: Lead in building communities with peer delivery roles, share knowledge through readiness programs, technical coaching, and mentoring of others, and deepen technical and professional proficiency to enable the resolution of complex customer issues.
- Product/Process Improvement: Engage with Microsoft Engineering/Supportability teams to investigate potential product defects, help develop automation techniques and diagnostic tools, and drive Microsoft product improvements.
- Culture and Values: Embody Microsoft's culture and values, including respect, integrity, and accountability, to create a culture of inclusion where everyone can thrive at work and beyond.
Essential and Preferred Qualifications
To be successful in this role, you will need:
Essential Qualifications:
- 5+ years of 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 of technical support, technical consulting experience, or information technology experience.
Preferred Qualifications:
- Experience in Microsoft Azure DevOps product (managing, configuring, troubleshooting, debugging).
- 3 years of experience in a customer-facing or support role.
- Microsoft Technology Certifications.
- Experience in a Tier 2/3 environment.
- Understanding of cloud vs. on-premise computing.
- Experience with Github.
- OS/Networking - Windows OS fundamentals, Hyper-V, Networking, trace collecting.
- Development/Coding - Experience with C#, C++, and .NET, PowerShell, CLI, Scripting.
- Service engineering, DevOps, or software development experience for an enterprise-level service.
- Leadership & Communications skills - spoken and written communication skills and the ability to present complex technical issues clearly and concisely to a general audience.
- Ability to work collaboratively and prioritize core role responsibilities vs. other work requests received.
- Logical and critical thinking.
- Ability to deal with ambiguity under continual deadline constraints.
Skills and Competencies
To excel in this role, you will need to possess:
- Technical Skills: Proficiency in Microsoft Azure, Windows OS, Hyper-V, Networking, and development languages such as C#, C++, and .NET.
- Problem-Solving Skills: Ability to analyze complex technical issues, identify root causes, and develop effective solutions.
- Collaboration and Communication Skills: Ability to work effectively with cross-functional teams, communicate complex technical issues clearly, and provide excellent customer service.
- Adaptability and Flexibility: Ability to adapt to changing priorities, deadlines, and technologies in a fast-paced environment.
Career Growth Opportunities and Learning Benefits
As a Technical Support Engineer at Microsoft, you will have access to:
- Professional Development Opportunities: Training, readiness programs, and technical coaching to deepen your technical and professional proficiency.
- Career Advancement Opportunities: Opportunities to move into leadership roles, specialize in specific technologies, or transition into other areas of the company.
- Networking Opportunities: Collaborate with experienced professionals, build relationships with peers and leaders, and expand your professional network.
Work Environment and Company Culture
Microsoft offers a dynamic and inclusive work environment that is committed to:
- Diversity and Inclusion: A culture that values and respects diversity, promotes inclusion, and provides opportunities for everyone to thrive.
- Flexible Work Arrangements: Remote work options, flexible hours, and a healthy work-life balance.
- Employee Benefits: Competitive salary, comprehensive benefits package, and access to Microsoft products and services.
Compensation, Perks, and Benefits
The typical base pay range for this role across the U.S. is USD $83,400 - $167,800 per year. However, the base pay range may vary depending on the location, with a range of USD $108,900 - $183,000 per year applicable to specific work locations, such as the San Francisco Bay area and New York City metropolitan area. Additionally, certain roles may be eligible for benefits and other compensation, including:
- Health and Wellness Benefits: Medical, dental, and vision coverage, as well as access to fitness programs and employee assistance services.
- Retirement and Savings Benefits: 401(k) matching, stock options, and other retirement savings plans.
- Time Off and Leave Benefits: Paid vacation, sick leave, and holidays, as well as family and medical leave options.
Conclusion
If you are a motivated and experienced technical professional looking for a challenging and rewarding role, we encourage you to apply for the Technical Support Engineer - Embedded Escalation Engineer position at Microsoft. With its commitment to diversity, inclusion, and employee development, Microsoft offers a unique and exciting opportunity to grow your career and make a meaningful impact in the tech industry.
How to Apply
To apply for this role, please submit your application through the Microsoft careers website. We look forward to receiving your application and exploring how you can contribute to our team's success.
Apply Now