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Microsoft Corporation Logo Microsoft Corporation · IT - Software Development

Technical Support Engineering

Australia, Sydney · Job Posted May 03, 2026
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Job Description

Reviews complex issues and contacts customers to understand issue. Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Performs complex product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues. Implements end-to-end readiness programs and contributes to the content and readiness strategy. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes. Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness. Translates feedback and creates processes and workflows for case resolution. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Implements strategic business decisions with customers, partners, and teams to increase market share.

Job Responsibility

  • Implements strategic business decisions with customers, partners, and teams to increase market share
  • 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
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions
  • 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
  • Implements end-to-end readiness programs and contributes to the content and readiness strategy
  • 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 that is internal or customer facing for better customer understand
  • Performs complex product troubleshooting and remediation when needed
  • Reviews complex issues and contacts customers to understand issue
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups 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.

Nice to have

Microsoft Technology Certifications

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