Technical Support Engineering
Job Description
Microsoft's Customer Experience and Success (CE&S) organization, with over 45,000 employees worldwide, is seeking a Technical Support Engineer to join their Customer Service & Support (CSS) team. This role involves owning, troubleshooting, and solving customer technical issues, with a focus on cybersecurity and technical support.
The position requires a strong technical background with expertise in system/network engineering, security engineering, and cloud environments. You'll work with enterprise-level premier customers, providing complex troubleshooting and resolution services while collaborating with development teams and other technical groups.
Key responsibilities include:
- Handling complex technical cases and creating knowledge base articles
- Performing product troubleshooting and working with development teams
- Implementing readiness programs and mentoring other technical support engineers
- Contributing to automation techniques and diagnostic tools
- Providing product feedback and participating in case triage meetings
The ideal candidate will have a Bachelor's degree in Computer Science or related field with 3+ years of technical support experience, or 5+ years of equivalent experience. Strong knowledge of cybersecurity, Microsoft Sentinel, TCP/IP stack, and cloud environments is preferred.
Benefits include:
- Industry-leading healthcare
- Educational resources and development opportunities
- Competitive savings and investment options
- Generous parental leave and time off
- Giving programs and networking opportunities
- Comprehensive medical insurance and retirement plans
This role offers significant growth potential in technical problem-solving, collaboration, and research skills while working with cutting-edge Microsoft technologies and AI solutions. The position involves up to 100% work from home with 0-25% travel requirements.
Responsibilities For Technical Support Engineering
- Handle complex technical cases and create knowledge base articles
- Perform product troubleshooting and work with development teams
- Implement readiness programs and mentor other technical support engineers
- Contribute to automation techniques and diagnostic tools
- Participate in case triage meetings and share knowledge
- Provide product feedback and collaborate on improvements
- Engage with engineering teams on bug investigation and fixes
Requirements For Technical Support Engineering
- Bachelor's Degree in Computer Science, IT, or related field AND 3+ years technical support experience OR 5+ years technical experience
- Fluent English language skills (reading, writing, speaking)
- Experience with Microsoft Sentinel or Microsoft Defender suite preferred
- Understanding of TCP/IP stack and cloud environments
- System administration knowledge in Linux and/or Windows Server
- Security certifications preferred (CISSP, Comptia Security+, etc.)
- Strong communication skills with customer managers and executives
- Organization, time management, and project management skills
Benefits For Technical Support Engineering
- Industry leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect
