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.

Responsibilities

Response and Resolution:

• You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.

Readiness:

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement:

• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to diagnose the issue and business impact. 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.

• 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.

Qualifications

Required Qualifications:

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

• OR 5+ years of technical support, technical consulting experience, or information technology experience.

• A working knowledge of the fundamentals of cloud computing

• Some experience with LDAPS, Security, OS Internals concepts

• Microsoft Azure architecture and its components (Fabric, Compute, Storage)

• Knowledge of Microsoft Azure Platform services 

• Azure Platform development and deployment concepts 

• Familiarity with development: tools, language, process, methods, troubleshooting

• Any experience with Open Source platforms and technologies would be useful

Excellent written and oral communication skills

Experience in working with customers.

Previous Support Engineering experience is a requirement.

Technical expertise requirements:

• 2 years’ experience in one or more of the following technical areas:

• Excellent understanding of Virtualization concepts and virtual system administration (focus on VMware)

• Experience with virtual machine management

• Experience with vCenter management

• Experience with vSAN

• Experience and excellent understanding of On-premise, Virtual and Cloud Networking concepts

• Familiarity with Azure Networking components (vWAN, Express Route, Global Reach, vNET peering, VPN)

• Operating System break-fix and performance troubleshooting skills

• Troubleshooting experience with SAN/NAS storage

• Troubleshooting experience with Storage virtualization and Networking Virtualization

• Basic knowledge of Windows Server. Focus on Active Directory concepts

• Basic Knowledge in Linux Administration

• Knowledge of Microsoft Azure Platform services

• Experience with NSX-T

• VCP Data Center Virtualization

• VCP Network Virtualization

Language Qualification

English Language: confident in reading, writing and speaking.

Good to have: Fluent in German, French, Italian or other languages in EMEA space.

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.

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .