Support Engineer

Job Insight

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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects Microsoft's 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 CE&S 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.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email, or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups), or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be allowed to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

• 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/engineering group
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience
• Provide ramp activities, knowledge sharing, technical coaching, and mentoring
• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles; maybe workload or specialty-specific

Required Qualifications

• 2+ years of experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and/or related
• 2+ years of experience in ERP working in one or more of the following Technology areas:
• Environment deployments and monitoring in Azure or other Cloud Management Systems
• Understanding of SysInternals tools - Process Monitor, Process Explorer
• Programming skills are useful, preferably in C++ or C# development - basic knowledge (ability to read code and write simple programs)
• Understanding of IIS, troubleshooting website issues/HTTP responses
• Network debugging skills (Fiddler, Network Monitor / Wireshark / Message Analyzer)
• Understanding of data management and migration concepts
• Strong knowledge of operating systems (Windows and/or Linux)
• Good knowledge of Microsoft SQL and Active Directory
• Working experience of Visual Studio, SharePoint, or Exchange
• Experience in one or more of these areas is desirable
• 2+ years in a customer-facing service role in any capacity
• Strong customer service, accurate and logical problem solving
• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
• Excellent Communication Skills - verbal, listening and written (including technical writing).
• Interpersonal and relationship skills proven through work experience
• passion for lifelong learning and personal and professional development
• Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System
• Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS)
• Degree in Engineering, Business Administration, Management Information Systems, Computer Science, Computer Information Systems or Computer Engineering

Language Qualification

• English Language: fluent in reading, writing, and speaking.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.