OverviewAs a Microsoft Teams Technical Support Engineer,Resolves complex technical issues and scenarios through performing thorough analysis, resolving issues collaboratively and providing proactive support. You'll manage customer experiences via phone and web, contribute to product improvements, create self-help resources, and coordinate with other experts as needed. The role combines technical problem-solving with strong communication skills, offering opportunities for specialization and mentorship.
We are seeking engineers who excel in high-pressure environments and demonstrate strong problem-solving skills. The ideal candidates will approach challenging situations with composure and a commitment to continuous learning. On a daily basis, you will be responsible for making informed decisions about your caseload, setting priorities, optimizing effectiveness, allocating time to familiarize yourself with our latest products and technologies, and advancing your professional development.
If you love technology and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or peer thank you for your help, this may be the career opportunity for you.
ResponsibilitiesCase Resolution and Daily OperationsResolves 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 ImprovementDrives 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 ManagementStays 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.
SecurityApplies 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
QualificationsRequired/minimum 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 Preferred Qualifications:- Microsoft certifications (MS-700, AZ-104, or similar)
- Experience with enterprise Teams Phone/hybrid deployments
- Understanding of compliance and privacy in support
- Familiarity with support automation and AI diagnostics
- Knowledge of networking, web tech, authentication, and scripting
- Troubleshooting on Windows, MacOS, Android, iOS
- Skilled in analyzing server logs, network traces, Fiddler, or HAR logs
- Fluency in French, Brazilian Portuguese, Spanish is a plus
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.
