Technical Support Engineering

• 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.

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.

Microsoft Technology Certifications