Responsibilities- Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices.
- Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
- Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements.
QualificationsRequired 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 3+ years of technical support, technical consulting experience, or information technology experience
OR equivalent experience
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.
Additional Required Qualifications:
Experience managing complex technical escalations across multiple stakeholders, teams, and technologies.
Troubleshooting and root cause analysis skills in complex cloud, commerce, identity, or enterprise environments.
Ability to influence stakeholders and drive resolution across engineering, operations, support, and business organizations without direct authority.
Professional communication skills with the ability to translate technical issues, risk, and business impact to both technical and non-technical audiences.
Additional Preferred Qualifications:
Experience supporting Cloud Solution Provider (CSP), Partner Center, Microsoft Commerce, or similar cloud services platforms.
Experience supporting licensing, subscriptions, billing, provisioning, identity, or access management technologies.
Experience leading critical customer or partner escalations involving significant business impact.
Experience driving serviceability, operational excellence, process improvements, or supportability initiatives.
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.
Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $70,500 - $139,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $95,000 - $153,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
