Company: Microsoft
Location: United States (Multiple Locations)
Pay: $85,100 – $169,800 per year (US) $112,000 – $185,300 per year (San Francisco Bay Area & New York City)
Job Type: Full-Time
Department: Customer Experience & Success (CE&S) / Customer Service & Support (CSS)
About Microsoft & This Team
Microsoft Customer Experience and Success (CE&S) organization, which employs over 45,000 people and partners in over 26 countries, is on a mission to empower customers to achieve faster business value by leveraging world-class products and services differentiated into various experiences.
The Customer Service and Support (CSS) at CE&S creates trust and confidence in all individuals and companies through the seamless support experiences, which is enabled by the AI technology of Microsoft, to help consumers, businesses, and partners to solve any issue fast and safely and get the maximum out of their investment in Microsoft.
The mission of Microsoft is not a complex one because it is based on the first motivation that can empower every individual and every organization on earth to do more. Together as a team, we unite with the growth mentality, get innovated to empower others and work to achieve our collective objectives on a daily basis- guided by our core values of respect, integrity and accountability.
About the Role
Microsoft has sought the services of a passionate and talented Senior Technical Support Engineer to work in the CSS team. You will also, in this position, own, troubleshoot, and resolve complex technical customer problems, which will not only speed up your career development but also develop your skills as a problem solver, teamwork, and researcher and increase your technical expertise in the product portfolio of Microsoft.
This is not just another support position. You will be a dedicated technical consultant to the customer, lead incident resolution efforts together with the engineering and development team, and be directly involved in product enhancement and support preparedness models.
Key Responsibilities
Response & Resolution
- Act as a trusted advisor to customers, handling complex, repeatable, or escalated cases that may be politically sensitive or high-visibility.
- Perform complex product troubleshooting and remediation, working directly alongside development teams to drive incident resolution for configuration, code, or service deficiencies.
- Review multi-component issues, contact customers to fully understand their problems, and ensure they stay informed on the status and resolution of their cases.
- Analyze patterns of recurring problems and identify workflows to optimize support engineering delivery at the team or regional level.
- Utilize troubleshooting tools including event logs and performance traces to diagnose and resolve customer issues effectively.
- Collaborate on cross-team and cross-product technical issues by working with support engineering groups, product groups, services teams, and account teams as needed.
- Create and edit internal and customer-facing technical articles and knowledge base content for better customer understanding.
- Provide best practices and proactive education to help customers prevent future issues independently.
Readiness & Mentoring
- Implement end-to-end readiness programs including mentoring, leading triage sessions, content creation, brown bag sessions, blogs, and quality assurance checks.
- Mentor other Technical Support Engineers and team members outside of CSS.
- Develop expert-level competence on assigned support topics and contribute to the overall content and readiness strategy.
Product & Process Improvement
- Contribute to and develop automation techniques and diagnostic tools to improve cross-group effectiveness.
- Provide structured feedback to senior engineers, the serviceability team, and product groups based on customer engagement insights.
- Participate in case triage meetings and case discussions to share knowledge and accelerate customer solutions.
- Engage with engineering teams to investigate product bugs, assess business impact, and collaborate on effective fixes.
- Translate customer feedback into actionable processes and workflows for case resolution.
Business Integration
- Implement strategic business decisions with customers, partners, and internal teams to increase market share.
- Influence peers to adopt and execute on key organizational strategies.
Required Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, or a related field AND 3+ years of technical support, technical consulting, or IT experience — OR 5+ years of equivalent technical support or IT experience without a degree.
- Ability to meet Microsoft, customer, and/or government security screening requirements.
- Must pass the Microsoft Cloud Background Check upon hire and every two years thereafter.
- US citizenship verification required (valid passport) — this position supports US federal, state, and/or local government agency customers and is subject to citizenship-based legal restrictions.
Preferred Qualifications
- Microsoft Technology Certifications (any relevant certification).
- Experience in cybersecurity, technical consulting, or information technology.
- Experience with endpoint protection solutions.
- Proficiency with Linux, macOS, and Windows operating systems.
Compensation & Benefits
Base Pay Range:
- US (General): $85,100 – $169,800 per year
- San Francisco Bay Area & New York City: $112,000 – $185,300 per year
About Microsoft’s Culture
Everything at Microsoft revolves around culture. The core values of the company, which are respect, integrity, and accountability, are built upon every day by employees, which adds to the inclusive environment where everyone can prosper at work, and beyond. Microsoft is determined to have a growth attitude that allows its employees to be creative, collaborative and able to leave a remarkable impression on the world.
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