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Senior Technical Support Engineer

https://www.microsoft.com/ Logo

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:

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.

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
  • Business-level proficiency in French and English (spoken and written)
  • Experience leveraging Microsoft Purview for data discovery, classification, or compliance initiatives
  • Ability to meet Microsoft, customer and/or government security screening requirements
  • This role requires Canadian citizenship due to client, regulatory, or security requirements. Candidates must be legally eligible to work in Canada and meet citizenship criteria at the time of hire.

Nice to have:

  • Microsoft Technology Certifications
  • Managing and troubleshooting experience in at least one major M365/O365 application (Exchange Online and/or SharePoint Online)
  • Knowledge and experience in some of the Microsoft 365 Security and Compliance features: (Azure Active Directory Premium, Cloud App Security, Azure Information Protection, DLP (Data Loss Prevention), Data Retention & Classification, Auditing & eDiscovery)
  • PowerShell administration skills
  • Azure AD administration experience

Additional Information:

Job Posted:
February 19, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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