Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. 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. You will be part of a team responsible for providing an outstanding technical support experience to our business 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 (Product 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

Your Responsibilities

• 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 or engineering group

• 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

• 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:

• 2+ years in a customer facing service role in any capacity.

• English Language: fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams)

Preferred Qualifications:

• 2+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education 

• Bilingual – preferred though not required: Spanish, French, German, Italian, Portuguese, Chinese, Korean, Japanese

Technical Acumen: 

We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with effort and persistence. Also helpful is a strong technical background, experience, and knowledge in one or more of the technologies below: 

Technical Expertise (Required in one or more of each area)

• Familiar with Web Application Development concept and deep understanding of HTTP request lifecycle.

• Experiences on popular Web application platforms and development Languages: eg, C#+ASP.NET/ASP.NET Core+IIS, Apache+JAVA, Node.js, Python, etc.

• Hands on development and troubleshooting experiences on the modern browsers: eg, Internet Explorer, Edge Chromium, Google Chrome, Firefox, etc, be aware of their differences and unique features.

• Knowledge on the frontend webapp programming and debugging : HTML, JavaScript, and CSS.

• Knowledge on the concepts such as call stacks, threading, CPU allocation, synchronization, memory management, performance-related concepts and debugging.

• Good understanding of the standard networking protocols: HTTP, FTP, TCP/IP, DNS, DHCP, SSL.

• Strong knowledge of OOP concepts and experience with C#, JAVA, HTML5, .NET Framework and .NET Core development platform.

• Excellent problem solving and troubleshooting skills, with the ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.

• Knowledge and experiences of Cloud Technologies (Azure/AWS) would be a plus.

Experience with: 

• Two or more years in software development, consulting or support with a strong emphasis on Microsoft Client, Server and Development products and technologies.

• Leveraging the various troubleshooting&debugging tools (E.g. Process Monitor, Process Explorer, Fiddler, Network Monitor, WireShark, windbg, etc.) to diagnose and address the complex issues.

• Excellent communication to have comfortable conversations with the customers : create clarity, make yourself understood, avoid the confusions and be confident under the pressure.