Technical Support Engineering

As a Microsoft Teams Technical Support Engineer,Resolves complex technical issues and scenarios through performing thorough analysis, resolving issues collaboratively and providing proactive support. You’ll manage customer experiences via phone and web, contribute to product improvements, create self-help resources, and coordinate with other experts as needed. The role combines technical problem-solving with strong communication skills, offering opportunities for specialization and mentorship. We are seeking engineers who excel in high-pressure environments and demonstrate strong problem-solving skills. The ideal candidates will approach challenging situations with composure and a commitment to continuous learning. On a daily basis, you will be responsible for making informed decisions about your caseload, setting priorities, optimizing effectiveness, allocating time to familiarize yourself with our latest products and technologies, and advancing your professional development. If you love technology and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or peer thank you for your help, this may be the career opportunity for you.

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

Case Resolution and Daily Operations

Resolves complex technical issues and scenarios through performing thorough analysis. Leads investigations, using analytics tools and AI-supported deep diagnostics to validate findings. Models all case handling standards with a continuous focus on speed and quality. Handles complex customer scenarios through collaboration. Identifies potential defects or complex issues and escalates them to senior engineers for resolution. Proactively engages customers to understand and resolve their issue, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution. Mentors others on AI-assisted troubleshooting and case quality.

Product/Process Improvement

Drives improvements in case quality, consistency, and troubleshooting practices. Partners across teams to address issue trends. Identifies recurring issues with help from pattern detection tools. Proposes process improvement ideas informed by available tools.

Readiness and Knowledge Management

Stays up to date on readiness content, including AI supported learning modules. Improves documentation quality with tool-based suggestions. Uses approved knowledge sources. Creates readiness content and shares knowledge with peers. Uses AI and other tools to improve technical knowledge.

Security

Applies secure troubleshooting practices. Ensures documentation meets compliance. Completes all required security, compliance and privacy trainings in accordance with standards. Adheres to security and privacy requirements. Adheres to Secure Future Initiative (SFI) for secure handling of customer data and all engagements.

• Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience
• OR equivalent experience.

Other Requirements:

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.

This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or localgovernment agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a validpassport.

Additional Preferred Qualifications:

• Microsoft certifications (MS-700, AZ-104, or similar)
• Experience with enterprise Teams Phone/hybrid deployments
• Understanding of compliance and privacy in support
• Familiarity with support automation and AI diagnostics
• Knowledge of networking, web tech, authentication, and scripting
• Troubleshooting on Windows, MacOS, Android, iOS
• Skilled in analyzing server logs, network traces, Fiddler, or HAR logs
• Fluency in French, Brazilian Portuguese, Spanish is a plus

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.

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we inspire, create and support life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission! The Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a World Class customer experience company, ensuring our mission is enabled by delighting customers and consistently exceeding their expectations in every interaction through connected customer experience. We have a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.