Technical Support Engineer
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 May 30, 2025 | |
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OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) 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 CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. We are seeking a Technical Support Engineer with 3+ years of experience to join our team. The ideal candidate will have experience with Microsoft Endpoint Configuration Manager (MECM, SCCM, or ConfigMgr), Windows Server Update Services (WSUS), Windows Servers, and knowledge of Intune and Co-Management. Exceptional problem-solving and communication skills, both spoken and written English, are required. Typical Day in life:Working on support cases/tickets opened by customers using the product.Use TEAMS, Outlook, and Microsoft internal tools for communication with the customers.A short refresher course is available for product knowledge and tools.All engineers are provided with research time during the day.The first few weeks will be solely dedicated to learning about the tools and products we useFollowing the first few weeks, engineers will be placed into the queue to take live cases from the queue and help customers, Case complexity may increase with time and expertise gained. 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.
ResponsibilitiesResponse 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. Other Embody our culture and values | |