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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 Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
Job Responsibility:
Own, investigate, and solve highly complex customer technical issues and serve as a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (e.g., debugging)
Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others
Deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness
Act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements
Use your business and technology insights to help shape strategy when engaging with customers, partners, and teams
Requirements:
Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
OR 3+ years of technical support, technical consulting experience, or information technology experience
OR equivalent experience
Mandarin Language: fluent in reading, writing and speaking
English Language: confident in reading, writing and speaking
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role
Nice to have:
Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR 7+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
Thorough troubleshooting, debugging, and problem-solving skills
Strong experience in Azure Machine Learning, Azure Open AI or Azure AI Services
Experience in developing in Python/C++/Java
Azure Cloud experience
Networking experience would be a plus
Excellent communication skills with both written and spoken English and Mandarin
Ability to work well in a highly collaborative team