Technical Support Engineer

The Microsoft Customer Service and Support team is looking for Customer Service Engineers who can handle complex customer issues and help them achieve their digital transformation goals. This role requires passion, technical skills, and problem-solving abilities. It also offers a chance to grow your career and join a distinguished team of experts. We seek out people who:

1. Passion for technology and continuous learning.

2. Thrive in dynamic, high stress environments.

3. Are eager to collaborate and build strong relationships.

4. Can see a problem from many angles.

5. Embracing multicultural environments The Role Focus areas:

6. Deliver high-quality customer and partner experience (CPE) through timely response and resolution.

7. Collaborate with global peers, stakeholders, account managers, product group to resolve the customer's issue in the most efficient way.

8. Achieve career growth and professional development through individual and team readiness.

9. Contribute to the efficiency and effectiveness of the business through excellence in execution.

10. Contribute to Microsoft's objective of growing market share across solutions, workloads, platforms, and products.

11. Represent Microsoft as a trusted advisor to Microsoft customers.

This is a role for self-directed learners who treat an unfamiliar product as a problem to be solved rather than a gap to be feared. You the kind of engineer who isn't satisfied until you've reproduced the customer's issue yourself, end to end, and understood why it broke. Deep expertise is welcome and valued; what's essential is the curiosity and drive to keep building new expertise, fast, on your own initiative.

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

Response & Resolution (under ambiguity)

• Own, triage, and drive resolution of customer cases on newly launched products where established documentation, tooling, and precedent may not yet exist.

• Engage customers, including those who ask deep technical questions that are still being answered, with composure, honesty, and a clear action plan. Set and manage expectations explicitly when an answer is not yet known, and own the path to getting it.

• Reconstruct product behavior from first principles using logs, traces, repro environments, and transferable platform knowledge when product-specific guidance is unavailable.

• Recognize the limits of current knowledge and escalate to the appropriate engineering team with a crisp, well-scoped problem statement rather than a raw handoff. Reproduction-Driven Investigation

• Default to reproducing customer-reported issues in your own environment rather than relying on description alone. Build the repro, confirm the failure, and understand the root cause before escalating.

• Independently research, experiment, and self-teach to close knowledge gaps. Draw from product behavior, telemetry, and hands-on testing instead of waiting for formal documentation. Readiness & Knowledge Transfer

• Convert hard-won, real-time learning into durable readiness assets: knowledge-base, troubleshooting guides, triage playbooks, brown-bag sessions, and onboarding content for the broader support population.

• Mentor and brief standard support engineers as a product matures and transitions out of "frontier" status into steady-state support.

• Contribute to the team's readiness strategy and to feedback loops that improve supportability of future launches. Customer & Stakeholder Management

• Act as advisor to customers on cases that may be technically complex or visible due to a product's newness.

• Keep customers continuously informed of status and next steps, especially when resolution depends on further investigation.

• 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., 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.
• Citizenship verification: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., * Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Microsoft Technology Certifications
• Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)
• Experience in customer service.
• Breadth across multiple Microsoft or cloud technologies (SharePoint, OneDrive, M365) breadth valued over depth in any single product, since the product set is constantly changing
• Microsoft AI certifications

Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $70,500 - $139,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $95,000 - $153,200 per year.

Microsoft is a global technology company headquartered in Redmond, Washington. Our mission is to empower every person and every organization on the planet to achieve more. We develop, license, and support a wide range of software products, services, and devices that help individuals and businesses realize their full potential.

Our flagship products include the Microsoft 365 productivity cloud, Windows operating system, Azure cloud platform, and Dynamics 365 business applications. We are also a leader in areas such as artificial intelligence, cybersecurity, developer tools, and gaming through Xbox and Game Pass.

With operations in more than 190 countries and over 220,000 employees worldwide, Microsoft is committed to responsible innovation, inclusive economic growth, and sustainability. We work closely with governments, industries, and communities to ensure that technology serves the public good and helps address some of the world’s most pressing challenges.

As we celebrate our 50th anniversary in 2025, we continue to look forward—investing in AI, cloud, and quantum computing to shape the future of work, education, and society at large scale.