Senior Technical Support Engineer

MCAPS-Core accelerates customer outcomes and business growth. By uniting product engineering marketing sales customer success and partners around a common customer mission we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution we win competitively capture market share and scale repeatable growth motions. We differentiate through value creation - delivering world-class AI-powered customer experiences that accelerate adoption strengthen loyalty and create sustainable competitive advantage driving growth that outpaces the market.

Within MCAPS - Core the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support CSS we are powered by Microsofts AI technology to help consumers businesses partners and more resolve their issues quickly and securely helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer you will own troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth hone your problem-solving collaboration and research skills and deepen your technical proficiency.

Microsofts mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect integrity and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Response and Resolution: You own investigate and solve complex customer technical issues and act as an advisor to the customer collaborating within and across teams leveraging troubleshooting tools and practices.
Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs technical coaching and mentoring of others.
You deepen your technical and professional proficiency to enable you to resolve complex customer issues through training and readiness.
Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Required Qualifications:
Bachelors Degree in Computer Science Information Technology (IT) or related field AND 3 years of technical support technical consulting experience or information technology experience
OR 5 years of technical support technical consulting experience or information technology experience
OR equivalent experience

Additional Required Qualifications:
Hands-on technical experience with at least one of the following Microsoft Azure AI technologies is required - Azure AI Foundry Azure Machine Learning Azure OpenAI Azure Cognitive Services / Azure AI Services. Demonstrated experience deploying configuring troubleshooting or supporting AI/ML solutions in Microsoft Azure environments.
Working knowledge of cloud architecture REST APIs authentication and authorization networking and application integration concepts.
Strong written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
Ability to collaborate effectively with engineering product and support teams and drive complex technical issues through resolution.

Ability to meet Microsoft customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $86100 - $169800 per year. There is a different range applicable to specific work locations within the San Francisco Bay area and New York City metropolitan area and the base pay range for this role in those locations is USD $113300 - $187400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
position will be open for a minimum of 5 days with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry citizenship color family or medical care leave gender identity or expression genetic information immigration status marital status medical condition national origin physical or mental disability political affiliation protected veteran or military status race ethnicity religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable local laws regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process read more about requesting accommodations.

Required Experience:

IC