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Senior Technical Support Engineer

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Microsoft Corporation

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Location:
Costa Rica , San José

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Within the Customer Service & Support (CSS) organization, we are seeking individuals who are passionate about delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and resolve complex technical issues for customers. This role provides an opportunity to accelerate your career growth, sharpen your problem‑solving, collaboration, and research skills, and deepen your technical expertise across Microsoft technologies.

Job Responsibility:

  • Implements strategic business decisions with customers, partners, and internal teams to increase market share
  • Contributes to and/or develops automation techniques and diagnostic tools to improve cross‑group effectiveness
  • Provides feedback to senior engineers and serviceability teams on product functionality based on customer engagements
  • Leverages broad product knowledge to assess when features or capabilities require enhancement
  • Participates in case triage meetings and case discussions to share knowledge
  • Engages with engineering teams to investigate product bugs
  • Translates customer and support feedback into scalable processes and workflows
  • Implements end‑to‑end readiness programs, including mentoring, leading triages, content creation
  • Contributes to readiness strategy and content development
  • Mentors Technical Support Engineers and team members across organizations
  • Develops expert‑level competency across assigned support topics
  • Acts as a trusted advisor to customers, handling complex, repeatable, escalated, or politically sensitive cases
  • Creates and maintains technical documentation and knowledge base content
  • Provides best practices and technical education to help customers proactively prevent future issues
  • Performs complex product troubleshooting and remediation as needed
  • Analyzes problem patterns and identifies workflows to optimize support engineering delivery
  • Reviews complex, multi‑component issues and engages directly with customers to fully understand impact and scope
  • Utilizes advanced troubleshooting tools to diagnose and resolve customer issues
  • Collaborates across teams and products
  • Embodies Microsoft’s culture and values

Requirements:

  • Bachelor’s degree in Computer Science, Information Technology (IT), or a related field
  • 5+ years of technical support experience on Windows OS, including diagnosing, troubleshooting, and repairing systems unable to start Windows
  • Experience with CPU issues, memory management, Windows Shell configuration and management, and use of diagnostic tools such as Windows Performance Recorder (WPR), PerfMon, Logman, Windows Event Logs, and Sysinternals
  • Strong knowledge of troubleshooting application and system hangs/crashes, with a solid foundation in Windows internals/architecture and Windows system administration and configuration
  • Business-level fluency in English (reading, writing, and speaking)
  • Experience supporting Copilot / AI tools, documentation, and process improvement
  • Strong business knowledge, community participation, and collaboration with colleagues
  • Excellent knowledge of Windows boot stages
  • Proven ability to troubleshoot high CPU utilization scenarios
  • Skilled in interpreting and providing accurate diagnostics using real-time data collection tools
  • Windows debugging (WinDbg): demonstrated ability to analyze memory dumps to identify performance issues
  • Advanced knowledge of Windows memory management concepts
  • Strong troubleshooting methodologies for common performance issues
  • In-depth understanding of process and thread management, thread scheduling, memory management, IRPs, system worker threads, and synchronization objects
  • Hands-on experience troubleshooting hangs, crashes, and performance issues using PerfMon and other diagnostic tools
  • Experience using advanced troubleshooting tools such as XPERF, WPR, Procmon, Handle.exe, LogParser, Procdump, and similar utilities
  • Experience working with customer solutions and environments
  • Excellent understanding of Windows domain environments, including the ability to build labs with domain controllers, users, groups, and Group Policy Objects (GPOs) to replicate customer scenarios
  • Deep technical expertise in the Windows operating system
  • Ability to meet Microsoft, customer, and/or government security screening requirements

Nice to have:

  • Portuguese: fluent in reading, writing, and speaking
  • Windows Shell configuration and management
  • Strong understanding of Windows Modern Apps installation, configuration, and troubleshooting
  • Strong ability to diagnose issues in key Windows Shell components
  • Desirable Linux knowledge
  • Deep knowledge of OpenSSH
  • Open source integration: integration across Linux/WSL, GitHub, and open-source tools within the Microsoft ecosystem

Additional Information:

Job Posted:
February 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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