Technical Support Engineer

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 create life-changing innovations that impact billions of lives around the world.You can help us to achieve our mission.With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.The CEnS 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, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.**Responsibilities**:**Responsibilities**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.- 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.Readiness- Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy.Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS).Develops expert level competence on support topics.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.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.Business Integration- Implements strategic business decisions with customers, partners, and teams to increase market share.Influences peers to implement strategy.- Responsible for the customer support experience with Microsoft- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)- Identify cases that require escalation (either technically or strategically)- Create and maintain incident management requests to product group or engineering group- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience- Provide ramp activities, knowledge sharing, technical coaching an