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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Senior Technical Support Engineering

India, Multiple Locations · Job Posted April 16, 2026
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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

  • Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices
  • Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others
  • You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness
  • Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements
  • Own and lead complex, critical customer escalations end‑to‑end, including crisis (CritSit) management
  • Perform advanced debugging, regression analysis, and reverse engineering to identify root causes
  • Partner closely with Engineering, WSD, and Product Groups to influence product quality and reliability
  • Drive reductions in Days to Solution and improve customer experience through mature escalation handling
  • Contribute to innovation initiatives such as Copilot activation, intelligent case assignment, and proactive support models
  • Represent customer insights in global forums and contribute to systemic and process improvements
  • Demonstrate strong case leadership with accountability and ownership mindset

Requirements

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 10+ years of technical support, technical consulting experience, or information technology experience
  • OR 15+ years of technical support, technical consulting experience, or information technology experience
  • OR equivalent experience
  • Advanced proficiency in C programming (code reading, writing, and design)
  • Strong experience with reverse engineering techniques
  • Solid understanding of Windows Internals
  • Hands‑on expertise in Windows debugging: User‑mode debugging
  • Kernel‑mode debugging
  • Strong analytical and problem‑solving skills for complex technical scenarios
  • Excellent communication skills with the ability to articulate complex technical concepts clearly
  • Strong collaboration skills with the ability to influence outcomes without formal authority
  • High ownership mindset with accountability for outcomes
  • Demonstrated passion for problem solving, technical depth, and operational excellence
  • Growth mindset with readiness to operate in high‑visibility, high‑impact situations
  • Flexibility to work early IST hours (starting 5:00 AM IST)
  • Willingness to provide weekend support as 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
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