Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

The Support Engineer (SE) is a critical role in the resolution of highly complex, technical, and escalated support incidents related to supporting customer development and deployments.

They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

The successful candidate has the drive and energy to resolve the most difficult technical customer issues, often through collaboration with other technical specializations; will be a technical resource for the team regarding case reviews, troubleshooting and effective customer interaction and will interface with various levels of management within customers, Partners, and Microsoft.

Responsibilities

You will be part of a team responsible for providing an outstanding technical support experience on Azure Active Directory and related components to our customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering Groups or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities:

• Responsible for the customer support experience with Microsoft - Positively represent Microsoft and communicate with corporate customers via email, telephone, Web, Teams while finding solutions for technical problems identified in the Microsoft Cloud.
• As a member of a team, pursue technical problems in the enterprise space, involving broad and in-depth product knowledge by using collaboration and receiving mentoring assistance as needed. Frequently, these problems are politically charged situations as well, requiring the highest level of customer service.
• Responsible for managing the relationship with these customers and thoroughly documenting their cases.
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Consistently share best practices. Write technical articles and blogs for guiding other team members and customers.
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
  Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience.
  Provide ramp activities, knowledge sharing, technical coaching and mentoring.
  Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

Qualifications

Essential requirements:

• 4+ years of technical support and/or technical consulting experience
• A good understanding and hands-on of at-least two or more of the following technologies
  • Public Cloud Fundamentals (Azure/AWS/GCP – e.g., Creating VM, troubleshoot network settings, IAM)
  • Hands-on experience on Azure Active Directory components:
  • Azure Resource Management: Subscriptions, Role Based Access Control, User / Administrator Roles, Terms of Use, Entitlement Management, Domain Management
  • Azure Active Directory Fundamentals (e.g.: Graph API permission management, authentication).
  • Troubleshooting using Kibana logs
  • Familiarity with REST API

Preferred - Competencies and experience with some of the below technologies:

• Deployment using Terraform/CloudFormation template
• AWS/Azure/GCP certification
• Familiarity with Linux and shell scripts
• Tools (Network trace, Postman)

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.