New 
Technical Support Engineer
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jul 17, 2025 | |
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OverviewWith 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.As a Microsoft Teams Support Engineer, you will act as a technical advisor and escalation point for enterprise customers, 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.How your day looks like as a Support Engineer - Key responsibilities:* Demonstrate readiness to assume responsibility for new cases and escalations as they arise.* Define customer issues and support boundaries by gathering all pertinent information.* Conduct thorough investigations using independent research, diagnostics, AI-powered troubleshooting tools, scenario-based guides, collaboration with Subject Matter Experts, and coordination with other support teams and Product Groups when necessary.* Collaborate effectively with peers globally, transferring cases as needed to ensure seamless support.* Escalate matters to management appropriately, serving as an internal advocate for the customer and ensuring timely updates.* Adhere to Service Level Agreements (SLAs), consistently striving for the highest levels of customer satisfaction through accurate expectation setting and fulfillment of commitments.* Document technical research and solutions comprehensively and accurately.* Proactively monitor customer satisfaction, addressing potential concerns before they escalate into issues.* Participate in or facilitate ramp-up activities, knowledge sharing, technical coaching, and mentoring programs.* Lead or contribute to the development of peer communities, catering to specific workloads or areas of expertise. What are we looking for?Growth mindset, genuine desire and motivation to learn and develop yourself. You embrace challenges and persist in the face of setbacks, viewing failures as valuable opportunities for development. Your passion for learning drives you to actively seek knowledge and continually expand your expertise.Passion to serve customers, in fact, you are obsessed with them - you have a genuine desire to help even under the most challenging circumstances.Ability to handle high pressure situations well - you maintain calm and composure on stressful situations.Strong communication, teamwork, problem-solving abilities, and adaptability to fast-paced, uncertain environments. 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.
ResponsibilitiesBusiness Integration Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.Product/Process Improvement Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.Translates feedback and creates processes and workflows for case resolution.Readiness Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics.Response and Resolution Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.Other Embody our Culture and Values | |