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. 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 given the opportunity 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, troubleshooting 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)
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
Required 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 led by example.
Required Qualifications
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
- OR 5+ years of technical support, technical consulting experience, or information technology experience
- OR equivalent experience
- Language Qualification
- English Language: fluent in reading, writing and speaking.
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 will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
