Technical Support Engineering Dev Dev

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.

Must have technical skills:

• NET Framework & Hands-on experience applications debugging and development.
• WebAPI & REST Experience designing consuming and troubleshooting APIs.
• IIS & Web Hosting Experience with web application deployment and configurations.
• Networking Fundamentals Knowledge of HTTP TCP/IP SSL/TLS firewalls and proxies.
• Visual Studio & Debugging Tools Familiarity with applications.
• Familiar with fundamentals of Cloud Computing and Windows Azure Technologies
• Familiar with Networking concepts and fundamentals

Good to have technical skills:

• Programming knowledge in Java Python PHP or Ruby.
• Understanding of JavaScript Object Notation (JSON) and YAML.
• Experience with API security best practices and authentication mechanisms.
• Familiarity with containerized environments (Docker Kubernetes) and API Gateways.
• Ability to work with network traces (Wireshark Fiddler etc.).
• Azure Services Exposure to Azure services such as Application Gateway APIM App Services and Virtual Networks.
• The ability to read and analyse network traces
• It is desirable to have AZ 900/AI 900 certification.

Soft Skills

• Customer-Centric Mindset Passion for helping customers and providing high-quality support.
• Strong Troubleshooting Skills Ability to diagnose and resolve complex technical issues.
• Collaboration & Teamwork Ability to work effectively with global teams and escalate when needed.

General Responsibilities of an Support Engineer:

• Represent Microsoft and communicate with corporate customers via telephone written correspondence or electronic service regarding technically complex escalated problems identified in Microsoft software products and manage relationships with those customers. Frequently these problems will not only be technically complex but will be politically charged situations requiring the highest level of customer skill.
• Receive escalated technically complex mission critical or politically hot customer issues and maintain ownership of issue until resolved completely.
• Be flexible to work in different shifts which would span across EMEA/India business hrs.
• Use trace analysis source code and other sophisticated debugging tools to analyse problems and develop solutions to meet customer needs; may involve writing code.
• Acquire & coordinate resources from other groups as needed to resolve customer issues.
• Manage political issues by setting customer expectations devising action plans being available 24x7 and professionally communicating to all parties involved.
• Share knowledge with other engineers and develop customer solutions efficiently.
• Ability to report bugs and supportability concerns along with customer suggestions to the product teams.
• Empower Support engineers to do their best to help the customers.

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.

Qualifications:

Language Qualification
English Language: fluent in reading writing and speaking.

• 5 to 7 years of experience in technical support software development or a related field.
• Hands-on experience with Web APIs RESTful services and API authentication mechanisms (OAuth JWT etc.).
• Proficiency development (C#) and with experience in debugging and troubleshooting web applications.
• Understanding of networking concepts including HTTP DNS TLS/SSL firewalls and proxy servers.
• Ability to analyse network traces and troubleshoot connectivity issues.
• Strong problem-solving analytical and debugging skills with a customer-focused mindset.
• Excellent verbal and written communication skills with the ability to explain technical concepts to various audiences.

Candidates must have strong customer service accurate and logical problem solving and communication skills and the ability to work in a team en

This 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