Senior Technical Support Engineer

Job description:

Within MCAPS-Core, 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.

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:

• Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email, or web.
• 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.
• Be part of a team responsible for providing an outstanding technical support experience to business customers.
• From problem identification to full resolution, own and manage the customer experience over the phone and web.
• When needed, collaborate with others to engage subject matter experts, Engineering (Product Groups), or Management.
• Provide both technical expertise, either on your own or by involving your colleagues, and be an excellent communicator and a service-oriented professional.
• Be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from 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 or engineering group.
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
• Provide ramp activities, knowledge sharing, technical coaching, and mentoring.
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions).
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.
• Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG).
• Conduct technical interviews for new hires.
• Interface with Accounts team to maintain good customer relations.
• Readiness content - identify need for and/or create content.

Required Skillset:

• Foundational experience in customer support or software development in at least three of the following: Azure App Services, Azure Functions, Web Apps on Windows or Linux, Docker-based deployments, or IIS-based hosting.
• Hands-on troubleshooting experience on Windows or Linux web applications, including deployment, startup, and availability issues.
• Proficiency in application development and debugging with at least one of the following: .NET Core, ASP.NET, Java, Node.js, Python, PHP, or Ruby. Familiarity with CMS platforms like WordPress, Joomla, or Drupal is a plus.
• Basic understanding of web standards and front-end technologies, including HTML, CSS, JavaScript.
• Solid grasp of core programming concepts like call stacks, threading, exceptions, memory usage, and performance bottlenecks.
• Proven ability to analyze logs, telemetry, and diagnostic tools to identify root causes of issues and resolve them effectively.
• Familiar with networking fundamentals, HTTP/S protocols, DNS resolution, and basic firewall concepts.
• Exposure to tools like Fiddler, Wireshark, or Network Monitor for HTTP and network traffic inspection.
• Demonstrated eagerness to learn, adapt, and grow technical depth in the cloud ecosystem.
• It is desirable to have AZ 900/AI 900 certification.

Qualifications:

• Three years of prior product/technical support customer-facing experience.
• Two years of proven experience working with Azure App Services customers.
• Good technical proficiency and skills in troubleshooting Azure App Services issues.

Preferred Qualifications:

• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users.
• The ideal candidate will have demonstrated experience in leading technical initiatives, collaborating with peers, contributing to team-level impact, and leading by example.