Technical Support Engineering

MCAPS-Core accelerates customer outcomes and business growth.

By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact.

Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions.

We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

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.

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 Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues.

This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

Support Engineers (SE) serve as Senior technical leaders for customers, via phone and email. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. Successful engineer skill set: o Problem isolation and solving techniques. o Ability to navigate highly complex technical and political issues requiring expert product or service knowledge. o Act as a subject matter expert regarding product / configuration. o Ability to leverage troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. The ideal candidate works well in a team: o Strong collaborator across the business, including our Development Teams. o Ability to receive feedback and recognize areas of improvement. o Keeps stakeholders informed to ensure customer success. We are looking for someone who is dependable: o Demonstrates ability to consistently make and keep commitments to customers and team members. o Effective time management by utilizing available time to progress current cases forward. o Proactively looking for opportunities to contribute to the success of the team. o Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved.