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Senior Technical Support Engineer

https://www.microsoft.com/ Logo

Microsoft Corporation

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Location:
United States , Multiple Locations

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

85100.00 - 169800.00 USD / 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. 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:

  • Acts as an advisor to the customer and handles complex, repeatable, or escalated cases
  • Creates technical articles or knowledge base
  • Provides best practices and education
  • Performs complex product troubleshooting and remediation
  • Works alongside the development teams to drive incident resolution
  • Analyzes patterns of problems and identifies workflows to optimize support engineering delivery
  • Reviews complex issues and contacts customers to understand issue
  • Utilizes troubleshooting tools
  • Collaborates on cross-team and cross-product technical issues
  • Implements end-to-end readiness programs
  • Mentors Technical Support Engineers or members from other teams
  • Contributes to and/or develops automation techniques and diagnostic tools
  • Provides feedback to more senior engineers or serviceability team on functionality of products
  • Provides feedback to the product group for product improvement
  • Participates in case triage meetings and/or case discussions
  • Engages with engineering team to investigate product bugs
  • Translates feedback and creates processes and workflows for case resolution
  • Implements strategic business decisions with customers, partners, and teams to increase market share

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
  • This position requires verification of citizenship due to citizenship-based legal restrictions
  • Microsoft Technology Certifications
  • Experience in Cybersecurity , technical consulting experience, or information technology
  • Endpoint protection
  • Experience with Linux, Mac and Windows Operating Systems

Nice to have:

  • Microsoft Technology Certifications
  • Experience in Cybersecurity , technical consulting experience, or information technology
  • Endpoint protection
  • Experience with Linux, Mac and Windows Operating Systems

Additional Information:

Job Posted:
January 30, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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