Technical Support Engineering

Overview

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.

As an Exchange Online Engineer (SE), you will serve as a technical expert supporting Microsoft's Enterprise cloud-based Exchange platform. You will be responsible for diagnosing and resolving complex technical issues, collaborating with engineering teams, and ensuring a seamless support experience for enterprise customers. This role demands deep technical knowledge, strong communication skills, and a passion for customer success.

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.

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

Case Resolution and Daily Operations:

Resolves complex technical issues and scenarios through performing thorough analysis. Leads investigations, using analytics tools and AI-supported deep diagnostics to validate findings. Models all case handling standards with a continuous focus on speed and quality. Handles complex customer scenarios through collaboration. Identifies potential defects or complex issues and escalates them to senior engineers for resolution. Proactively engages customers to understand and resolve their issue, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors.

Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution. Mentors others on AI-assisted troubleshooting and case quality.

Product/Process Improvement:

Drives improvements in case quality, consistency, and troubleshooting practices. Partners across teams to address issue trends. Identifies recurring issues with help from pattern detection tools. Proposes process improvement ideas informed by available tools.

Readiness and Knowledge Management

Stays up to date on readiness content, including AI supported learning modules. Improves documentation quality with tool-based suggestions. Uses approved knowledge sources. Creates readiness content and shares knowledge with peers. Uses AI and other tools to improve technical knowledge.

Security

Applies secure troubleshooting practices. Ensures documentation meets compliance. Completes all required security, compliance and privacy trainings in accordance with standards. Adheres to security and privacy requirements. Adheres to Secure Future Initiative (SFI) for secure handling of customer data and all engagements.

Other:

* Embody our culture and values

Qualifications

Required Qualifications:

* Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience

* OR equivalent experience.

Other 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.

This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States…