The purpose of this role

 Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

 The strong suit of an SE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product , configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEs collaborate with experts from across the business, including our Development Teams.

 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

 Qualifications

What skills do you need to have?

• 2+ Years of experience with Dynamics 365 Customer Engagement and related products & services, especially with Client applications.
• Functional and technical knowledge, including troubleshooting, of Dynamics 365 Customer Engagement Client applications is desired
• Practical programming using .Net, C# , TSQL, SQL Server, JavaScript.
• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
• Certification in one or more of the following technologies preferred: Microsoft Power Platform, Dynamics 365 Customer Engagement (CRM)
• Exhibit analysis, problem resolution, judgment, and decision-making skills to assist customer with their technical issue.
• Demonstrate strong customer service and logical problem-solving attributes.
• Ability to take Technical Leadership in one specific product or area of business processes.

Good to have skills.

• Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System
• Basic understanding of , TypeScript, JSON, XML, and/or SOAP APIs.
• Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, Developer, etc)
• Proven experience managing and maintaining one or more Microsoft server technologies, such as SQL Server, Exchange Server, IIS, Windows Server, etc.

 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