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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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.

Technical Support Engineers 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

Responsibilities

• Responsible for the customer support experience with Microsoft with a focus on cloud and storage engineering. 
• 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

We're looking for Technical Support Engineers who have strong Windows System Administration and Configuration experience, including in depth understanding of:

• Azure Portal User Experience
• Resilient Storage technology (clustering, storage spaces direct)
• Windows Failover Clustering
• General Networking knowledge (TCP/IP)
• Hyper-V management and VM deployment
• Windows Performance /Resource Monitor
• Administering Windows via PowerShell

Experience in one or more of these areas strongly preferred: 

• Storage Networking (RDMA, DCB and PFC, TOR switch) experience
• Kerberos and delegation
• Windows Shell configuration and management
• Automated installation of Windows
• Remote Desktop Services configuration and management
• Server management tools
• Windows Admin Center
• Application installation and management
• Windows backup and VSS
• Network Tracing and analysis
• Public Key Infrastructure (PKI) deployment/management
• Remote File Systems (SMB)
• Group Policy management
• Network Virtualisation (Hyper-V, SDN)