About the Role

This Technical Support Engineering role at Microsoft focuses on ensuring frontline engineer readiness and process compliance to deliver superior customer support outcomes. The position involves mentoring support staff, managing case reviews, and contributing to process improvements within the Customer Service & Support organization.

Key Responsibilities

• Team Readiness & Development: Drive engineer readiness based on skills-gap analysis and product needs
• Case Management (Delivery Excellence): Perform case reviews and customer wellness checks; ensure process compliance
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators across teams and technologies
• Supportability Activities: Contribute to customer self-help and volume deflection initiatives through troubleshooting guides and readiness content
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback

Required Skills & Qualifications

Must Have:

• Bachelor's Degree in Information Technology, Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience
• OR 4+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience
• 3+ years of prior product, customer support and/or technical support experience
• English Language: fluent in reading, writing and speaking

Benefits & Perks

• Industry leading healthcare