Technical Support Engineer

hace 2 horas

San José, San José, Costa Rica Microsoft A tiempo completo
Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

As the Support Escalation Engineer for the Data Protection team, you will be responsible for handling customer escalations and consultations from the frontline as well as approval of diagnostic requests. The security related scenario will require detail-oriented thinking and processing of cases as well as chat consults.
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.

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

You will be responsible for ensuring the team provides positive experiences to customers, partners, and stakeholders. You will collaborate with your team to act as the voice of the customer to internal stakeholders and partners including Engineering Groups, Policy teams, Account teams, and Support. You will leverage the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.
Responsibilities: 

  • Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with 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 Qualifications:

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field o OR 2+ years of technical support, technical consulting experience, or information technology experience o OR equivalent experience.
  • Fluency to read, write and speak in english.

Preferred Qualifications:

  • 2 + years of experience in Technical Support/IT support (Tier 3).
  • Well-versed in security/cybersecurity with experience in security and/or compliance related work.
  • Excellent written and verbal communication skills, including the ability to provide clear instructions and communicate complex technical and non-technical information effectively.
  • Strong problem-solving and critical thinking skills to handle technical, process-driven, and challenging customer situations.Strong process, continuous improvement, and execution mindset with an eye toward driving efficiency, scale, and quality.
  • Strong team player with interpersonal and cross-group collaboration skills at all levels, from peer groups to senior leadership.
  • Endless passion for technology and customer experience, with a focus on driving results.Ability to thrive in a fast-paced, high-volume, and ambiguous environment, with the skills to quickly assess, triage, and adapt.
  • Eager to learn new/technical things.
  • Strong knowledge of cloud security and familiarity with aspects of online privacy, security, and compromise.Experience in fraud and security 

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.


Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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