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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:

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
  • 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
  • Proficient experience in troubleshooting and managing at least one: Windows Server environments (RDS/RDP, Windows Managment (DCOM, Event Viewer, WinRM, App-V, Applocker, Printing feature), or Microsft Azure cloud environments (AVD, W365, Universal Print, and FSLogix)
  • Availability to work on the weekends and with mixed schedules including mixed shifts
  • Experience communicating complex scenarios to a diverse customer audience to Technical and executive stakeholders including escalation management when required
  • English Language: fluent in reading, writing and speaking
  • 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:

  • Microsoft Cloud Certifications
  • Windows Internals Knowledge
  • Experience with network trace analysis.

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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