Job Description

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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop 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.

Responsibilities

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Response and Resolution

Reviews issues and contacts customers to understand issues. Ensure 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. Resolves or escalates multiple and varied customer issues. Documents technical work and research. Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness

Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.
Product/Process Improvement

Provides feedback to improve products to more senior engineers or technical advisors. Identifies potential defects and escalates to more senior engineers to resolve. Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools. Follows processes provided by the business. Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
Other

Embody our culture and values

Qualifications

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Required Qualifications:


Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
o OR 3+ years of technical support, technical consulting experience, or information technology experience.


o OR equivalent experience

Language Qualification

English Language: confident in reading, writing and speaking. Proficiency in Mandarin is preferred to effectively communicate with Mandarin-speaking clients and stakeholders.


Experience in one or more of these areas desirable

Microsoft Dynamics 365 Power Platform (Power Automate, Power Apps, Microsoft Copilot Studio) or a Developer focused background would be beneficial but not essential. Having knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Exchange, Visual Studio). Exhibit analysis, problem resolution, judgement and decision-making skills in order to assist customer with their technical issue. Experience of support professional in IT field or IT technical Consultant will be bonus point.


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.