Technical Support Engineer

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

In Modern Work (MW), we help our customers get productive and stay productive with Microsoft 365 product families.

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 customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:
Response and Resolution
- You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness
- You participate in communities with peer delivery roles.
- You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product/Process Improvement
- You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

Your Responsibilities
- Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Software Engineering
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group/engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring.
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

**Qualifications**:
**Required**:

- History of strong customer service, communication, problem-solving, interpersonal skills and team work.

**Preferred**:

- Experience writing code that works against Exchange and Outlook is desired
- Strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.
- Any Prior knowledge of messaging APIs and protocols in the following areas is desirable: Exchange Web Services (EWS), Outlook Object Model, Outlook forms development, Extended MAPI, CDOSYS, System.Net.Mail, Exchange REST, Microsoft Graph, Json, Exchange Server ActiveSync and Autodiscover.
- Development skills in.NET development (C# or VB.Net) and Javascript. Knowledge of unmanaged C++ highly desired.
- Working knowledge of troubleshooting tools including Sysinternals, Performance Monitor, Fiddler, Netmon, NetStat, Tracert etc.
- Windows Server concepts and administration (Active Directory, Group Policy Management, Networking)
- Crash dump analysis using Visual Studio or the Windows Debugger (windbg.exe) is desired, but not required.
- General understanding of Active Directory as it impacts Exchange Server.
- General understanding of SMTP transport and Exchange Transport a plus.
- Solid understanding of client/server, networking, and Internet technologies fundamentals.

**Language Qualification**:
English Language: fluent in reading, writing and speaking.

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