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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

About the role

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

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 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

Accept and appropriately resolve customer/partner issues: ensuring resolution in a timely manner and in accordance with the Microsoft Terms & Conditions and contractual agreements.

Demonstrate strong communication skills: ensuring that verbal and written responses are relevant, complete and easily understood when communicating with internal team members, partners and customers.

Maintain high level of domain and technical skill in Microsoft 365 F&O.

Support / consulting to Partners and Customers

Qualifications

What skills do you need to have?

2+ years of recent experience with development of Dynamics 365 FO or configurations 

Usage of programming language for D365 FO Development using X++

Knowledge of package deployments with Azure Dev Ops

Performance monitoring and analysis using LCV (Lifecycle Services) tools, trace parser and fiddler

Experience with SQL Server (i.e. performance troubleshooting, installation, setup, query optimization)

Professional, practical programming using .Net, C#, TSQL, SQL Server.

Solid understanding of client/server, networking, and internet technology foundations.

Good to have skills

Working knowledge of cloud platform with deployment and development tools (i.e. PowerShell, Visual Studio, .NET).

Basic understanding of Javascript, TypeScript,JSON, XML, and/or SOAP APIs.

Experience in a full Software Development Life cycle (SDLC) project, including version control and auto build process.

Proven experiences in SQL Admin and Query optimization.

Capacity planning and sizing with good understanding of hardware and network communications.

Working knowledge of Active Directory and Active Directory Federation Services is an advantage.

Screening & Background Checks

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Citizenship Verification: This position requires verification of Australian Citizenship to meet federal government security requirements, and the ability to obtain a security clearance. 

Team Culture and Support

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

What next? 

Even if you feel you may not meet 100% of the criteria, please apply. You may exceed your own expectations, or we may have another opportunity that suits your potential.  While we’re not able to reach out directly to every applicant, we will always do our best to help you feel heard and supported throughout the experience. Please see our FAQs, Interview Tips and Accessibility Support.