Support Engineer

Job Description

Do you want to join an elite and distinguished team Do you like complex challenges Are you passionate about working directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation organization If so, the Support Engineer position in the Microsoft Customer Service and Support Organization is a unique career opportunity for you!We are a diverse team who is proud to shape future technologies and deliver industry-leading services across the globe. As a member of that team, you will aspire to be our customers and partners trusted advisors to fuel some of the largest and most complex IT solutions in the world. You will constantly be exposed to cutting-edge software, services and devices.Support Engineers (SE) specialize in product configuration. As an SE, you will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust relationships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community.We seek out people who:

• Are thoughtful, analytical leaders
• Have a passion for technology and continuous learning
• Thrive in dynamic, high-stress environments
• Are eager to collaborate and build strong relationships Are able to SE a problem from many angles
• Embrace multicultural environments

As a Support Engineer you will represent Microsoft in customer communication via phone, email, chat or on site to assist customers in resolving technical issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations

• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
• Exhibit leadership through personal responsibility, accountability and teamwork.
• Act as a technical focal point in cooperative relationships with other companies.
• Manage crisis situations that may involve technically challenging issues and diverse audiences.
• Own and resolve technically complex mission critical or politically hot customer issues
• Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
• Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
• Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
• Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
• Earn certifications as an MCSE, MCSD or MCPD.

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• Superior problem solving and troubleshooting skills at the System Engineer level;
• Exceptional customer service, overall communication and technical writing skills.
• Must have sufficient technical depth to communicate with development and other internal organizations at a peer level;
• Must possess the ability to work independently with minimal management supervision and as part of regional team of engineers;
• Demonstrated aptitude for providing exceptional customer service in politically charged environments;
• Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development;
• Ability to apply technology to improve existing products and systems at customers and for internal use;
• Ability to actively participate in team support by proposing and implementing solutions;
• Assist in developing strategies to gain additional Premier support accounts by contacting and establishing relationships with Premier Support Managers and Technical Account Managers.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Keyskills :
communication management operations office skills