Technical Support Engineering - Outlook
Microsoft
Technical Support Engineering - Outlook
Bangalore, Karnataka, India
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Overview
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, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us 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, 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.
Qualifications
Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 7+ years of technical support, technical consulting experience, or information technology experience
o OR 7+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience
Language Qualification
English Language: fluent in reading, writing and speaking.
Responsibilities
Core Responsibilities
Customer Engagement & Escalation Management
- Represent Microsoft in direct communication with corporate clients via phone, email, and electronic channels.
- Handle escalated, mission-critical, and politically sensitive issues with professionalism and technical excellence.
- Maintain ownership of issues through complete resolution, ensuring high customer satisfaction.
- Demonstrate empathy and precision in managing customer relationships, especially in politically charged scenarios.
Technical Troubleshooting & Product Improvement
- Apply advanced troubleshooting techniques, including scripting and code analysis, across multiple technologies.
- Solve highly complex problems involving broad product knowledge or specialized expertise.
- Report issues and customer feedback to drive continuous product improvement.
- Act as a key technical liaison with Product Development teams and customers
Team Collaboration & Readiness
- Lead cross-technology initiatives and team-level projects to improve Customer Satisfaction
- Develop and manage technical content and readiness resources for the team.
- Maintain strong working knowledge of pre-release products and contribute to product design and improvement.
Communication & Leadership
- Participate in high-level technical discussions with product teams.
- Deliver effective technical presentations and written communications.
- Recover from dissatisfied customer situations in collaboration with team managers.
- Recognize when to escalate and solicit additional help.
Skills & Qualifications
Technical Expertise
- Demonstrate strong technical troubleshooting expertise in the following areas:
- Microsoft Office applications & Outlook (2019/2021/2024/MSI/C2R)
- Microsoft Office 365 and Exchange (on-premises: 2007–2024)
- Windows Server (Active Directory, Group Policy, Terminal Server, Networking)
- Advanced knowledge of:
- Authentication protocols
- Autodiscover, Free/Busy, Calendaring
- Outlook client connectivity (MAPI, RPC/HTTP, EWS, REST)
- Email hygiene (Antispam, Malware, Phishing)
- Exchange Online Hybrid (preferred)
- Microsoft Active Directory & Identity Technologies
Tools & Diagnostics
- Proficiency in:
- MFCMAPI
- Fiddler
- Netmon
- Wireshark
- Process Monitor
- Process explorer
- Windows Event Logs
- MCSE certification is desirable and considered a plus.
Soft Skills
- Strong critical thinking and problem-solving abilities.
- Excellent customer service and communication skills.
- Ability to work under pressure and in complex situations.
- Effective time management, organization, and negotiation skills.
- Technical writing and documentation proficiency.