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Technical Support Engineer - Irving, United States - Microsoft Corporation
Description
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.
Come join CE&S and 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.
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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft's commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success.
This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
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.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
Response and Resolution
Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. 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
Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research
Performs in-depth product troubleshooting and remediation when needed
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
Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks).
Product/Process Improvement
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
Identifies potential defects and escalates to more senior engineers to resolve
Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement
Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly
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.Embody our culture and values
Qualifications
Required/Minimum Qualifications
3+ years technical support, technical consulting experience, or information technology experience
OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
Business level fluency to read, write and speak JapaneseOther 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.
Additional Or Preferred QualificationsExperience in system lifecycle (design/construction/migration), operation, and troubleshooting
Windows System Administration, Configuration, including a good basic understanding of Operating System
Microsoft Technology Certifications.
Technical Support Engineering IC- The typical base pay range for this role across the U.S. is USD $64,800 - $130,100 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 $86,400 - $142,700 per year.
Certain roles may be eligible for benefits and other compensation.Find additional benefits and pay information here:
#CES #CSS #AppsInfra #WindowsCommercial
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.
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