Technical Support Engineering

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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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, helping prevent future problems from occurring and achieving 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 Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your 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. 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.

Required Qualifications:
• 5+ years technical support, technical consulting experience, or information technology experience

o 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.

• Experience working with Windows Server management tools (MMC, Server Manager, RSAT, Windows Admin Center, Azure Arc, etc.)

• Proficient in deployment, management and troubleshooting on Azure Stack HCI, Hyper-V, Containers & Kubernetes, Windows Failover Clustering, Backup and Restore tools

• Ability to read, write and speak fluent English

Other:

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Preferred Qualifications:

• Competent in identifying network configuration and connectivity issues using methods including network tracing and analysis for various technologies and protocols (TCP/IP, SMB, UDP, RDMA, etc.)

• Experience with storage performance and reliability tracing and troubleshooting (Storport, iSCSI, MPIO, etc.).
• Proficient in configuring and troubleshooting backups using VSS and Windows Server Backup as well as.
• Management of Hyper-V and virtual machine (VM) deployment, management, and troubleshooting as well as managing and troubleshooting Windows features and functionality with PowerShell and other command line and remote utilities.
• Understanding and basic troubleshooting of Active Directory Domain Services (ADDS) and Domain Name Service (DNS) hierarchy, object management and permissions.
• Reviewing various types of data including event logs, performance monitor captures, network traces and cluster logs.

• Reviewing Group Policy Object (GPO) settings for conflicts and understanding of Group Policy hierarchy.

• Azure Portal basic knowledge, Resource Group creation, NSGs, PaaS SaaS IaaS.
• Isolating performance issues using Performance Monitor (Perfmon) counters, Windows Performance Recorder (WPR) and other tools and techniques.
• Troubleshooting hangs, crashes and other impactful events in Windows using specialized tools and techniques to collect and analyze various types of data including memory dumps.

• Microsoft Technology Certifications

No relocation is available for this position

#CES #CSS #AppsInfra #WindowsCommercial

Response and Resolution:

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.

• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Readiness:

• Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors

Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.

Product/Process Improvement:

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.

• Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.

• Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.

• Translates feedback and creates processes and workflows for case resolution.

• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Business Integration

• Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Other:

• Embody our culture and values