As an Exchange Online Engineer (SE), you will serve as a technical expert supporting Microsoft's Enterprise cloud-based Exchange platform. You will be responsible for diagnosing and resolving complex technical issues, collaborating with engineering teams, and ensuring a seamless support experience for enterprise customers. This role demands deep technical knowledge, strong communication skills, and a passion for customer success. 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 customers' 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. Responsibilities Case Resolution and Daily Operations: Resolves complex technical issues and scenarios through performing thorough analysis. Leads investigations, using analytics tools and AI-supported deep diagnostics to validate findings. Models all case handling standards with a continuous focus on speed and quality. Handles complex customer scenarios through collaboration. Identifies potential defects or complex issues and escalates them to senior engineers for resolution. Proactively engages customers to understand and resolve their issue, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution. Mentors others on AI-assisted troubleshooting and case quality. Product/Process Improvement: Drives improvements in case quality, consistency, and troubleshooting practices. Partners across teams to address issue trends. Identifies recurring issues with help from pattern detection tools. Proposes process improvement ideas informed by available tools. Readiness and Knowledge Management Stays up to date on readiness content, including AI supported learning modules. Improves documentation quality with tool-based suggestions. Uses approved knowledge sources. Creates readiness content and shares knowledge with peers. Uses AI and other tools to improve technical knowledge. Security Applies secure troubleshooting practices. Ensures documentation meets compliance. Completes all required security, compliance and privacy trainings in accordance with standards. Adheres to security and privacy requirements. Adheres to Secure Future Initiative (SFI) for secure handling of customer data and all engagements. Other: Embody our culture and values Qualifications Required Qualifications: Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience. Other Requirements: 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 requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Additional Required Qualifications: Strong understanding of Exchange Online architecture, PowerShell scripting, and mail flow diagnostics. Experience with hybrid Exchange deployments and migrations. Familiarity with Microsoft 365 security and compliance features (e.g., DLP, Purview, Defender for Office). Excellent troubleshooting, communication, and customer service skills Microsoft certifications such as MS-900, and AI-900. Experience with Azure AD, Entra ID, and authentication protocols (OAuth, SAML). Familiarity with tools like Fiddler, Message Trace, and EXO PowerShell modules. 3+ years of experience supporting Microsoft Exchange (2019 OR Online). Customer-first attitude with a focus on delivering high-quality support. 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.