Technical Support Engineer

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, 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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop 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

Product / Process Improvement

Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.

Identifies potential defects and escalates to more senior engineers to resolve.

Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool 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.

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.

Readiness

Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Response and Resolution

Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.

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.

Performs in-depth product troubleshooting and remediation when needed.

Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Qualifications

Required / minimum qualifications

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience.

Additional or preferred qualifications

Microsoft Technology Certifications

CISSP, Comptia Security +, ISC2 CC, BTL1 / 2, GSIF / GCIC / GCED / GSEC, PSAA, Kepner-Tregoe or equivalent certification

Customer Service Foundations (LinkedIn Learning) or other Customer Service Training / Experience

Ability to effectively communicate with customer managers and executives on technical and business issues.

3+ years of experience providing support for enterprise level premier customers.

Working knowledge of Purview Compliance (eDiscovery, Auditing, Data Loss Prevention (DLP), Secure Labels, etc.).

2+ years of experience with Exchange or Office 365 (Exchange Online and Purview Compliance).

Technical Support Engineering IC3 - The typical base pay range for this role across Canada is CAD $69,600 - CAD $130,900 per year.

Find additional pay information here :

https : / / careers.microsoft.com / v2 / global / en / canada-pay-information.html

Technical Support Engineering IC3 - L'échelle salariale de base typique pour ce rôle dans l'ensemble du Canada est de 69,600 $ CAD à 130,900 $ CAD par année.

Pour plus d'information au sujet de la rémunération, veuillez cliquer ici :

https : / / careers.microsoft.com / v2 / global / en / canada-pay-information.html

Ce poste sera ouvert pendant au moins cinq jours et les candidatures seront acceptées de façon continue jusqu’à ce que le poste soit pourvu.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft est un employeur offrant l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour l’emploi, sans égard à l’âge, à l’ascendance, à la citoyenneté, à la couleur, aux congés médicaux ou familiaux, à l’identité ou à l’expression de genre, aux renseignements génétiques, à l’état d’immigration, à l’état matrimonial, à l’état de santé, à l’origine nationale, à un éventuel handicap physique ou mental, à l’affiliation politique, au statut de vétéran protégé ou au statut militaire, à la race, à l’ethnie, à la religion, au sexe (y compris la grossesse), à l’orientation sexuelle ou à toute autre caractéristique protégée par les lois, ordonnances et règlements locaux applicables. Si vous avez besoin d’aide avec des accommodements religieux et / ou d’un accommodement raisonnable en raison d’un handicap pendant le processus de candidature, apprenez-en plus sur la

demande d’accommodement.

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.