With over 17,000 employees worldwide, the mission of the Customer Experience Success (CES) 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 CES and help us build a future where customers achieve their business outcomes faster with technology that does more.

Within CES, 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.

Mission Critical Services for Azure Events (MCSAE) is a comprehensive Premier/Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, (MCSAE) provides a fast reactive support experience if the customer does experience any problems.

This role is flexible in that you can work up to 100% 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.

Other roles and Responsibilities

Act as the final point of escalation and resolution for advanced technical support for highly complex products, highly escalated issues pertaining to confidential security, highly technical or network/system issues.

Provide advanced technical support to diverse audiences including highly technical IT professionals, developers, architects, and executive management.

Own customer support experience, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g. swarming)

Help drive customer success and confidence in the Azure platform

Provide Best Practice recommendation across the entirety of Azure resources based on Customer solutions.

Articulate, written and spoken, recommendation to leadership and technical level audiences.

Navigate complex, strategic, high-profile customer event requirements and needs.

Qualifications

Minimum 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.

OR equivalent experience

3+ years’ experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment

3+ year experience in troubleshooting in Customer Support in any of the following: Web App troubleshooting on Linux, Windows IIS, Azure Web Apps or Docker, or any other Azure PaaS technologies.

English Language: fluent in reading, writing and speaking. If English is not your native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams).

Additional preferred Qualifications:

Microsoft Technology Certifications

Azure Cloud Technologies

On-Prem Technologies

Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems.

Experience with any of the following a plus

Performance

Connectivity/Networking

Alwayson technologies

Storage Engine

IaaS Extension

Encryption

Query Store

Setup OSS

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 .