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Incident Response Engineer

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Microsoft Corporation

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Location:
Canada , Vancouver

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

96000.00 - 177600.00 CAD / Year
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Job Description:

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s 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.

Job Responsibility:

  • Implements strategic business decisions with customers, partners, and teams to increase market share
  • Influences peers to implement strategy
  • Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness
  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers
  • Provides feedback to the product group for product improvement
  • Leverages overall product knowledge to determine if and when features require enhancements
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions
  • Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team
  • Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes
  • Translates feedback and creates processes and workflows for case resolution
  • Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy
  • Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS)
  • develops expert level competence on support topics
  • Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged
  • Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand
  • Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future
  • Performs complex product troubleshooting and remediation when needed
  • Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers
  • Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level
  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue
  • Ensures customers stay informed as to the status/solution of their issue
  • Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues
  • Embody our culture and values

Requirements:

  • Bachelor's 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
  • 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

Nice to have:

  • Cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
  • Automation (PowerShell and/or Python, Java, or a similar language, can be a beginner to intermediate level)
  • Experience in Azure Identity management and troubleshooting
  • Preferred Bachelor’s degree or higher in a technical field, or relevant work experience
  • Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, SANS GCIH, CISSP, CEH, Amazon AWS, etc.)

Additional Information:

Job Posted:
February 01, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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