Technical Support Engineering - Browsers/Web Apps

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

 

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

 

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

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 complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

 

Responsibilities

Response and Resolution
• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and 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

 

Qualifications

Required
5+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience
• System Administration, Configuration of Windows and Linux Operating systems
• Windows and Linux Event Logs, Syslogs
• Windows and Linux Performance analysis using built in performance counters
• Windows and Linux Patch and Security Update Management
• Network connectivity for both private and public networks
• Conceptual knowledge of Windows Active Directory, Security, and Access Control
• Automating Operating System tasks through the use of Powershell, Python, or similar scripting language

Experience in one or more of these areas desirable
• Web app development in C# or Java programming
• ASP.NET, MVC application development or support
• Understanding of Databases and how to retrieve data via query language
• Containers solutions such as Docker or Kubernetes
• Cloud computing in general (Azure, Amazon Web Services, Google Cloud Platform)

 

Technical Expertise (Required in one or more of each area)
• Experience with B/S software developing and troubleshooting from frontend to backend.
• Knowledge on the webapp programming and debugging: C/C++, C#, VB.NET, Asp.NET, JavaScript. Better to have knowledge of language Java, PHP, Python, Node.js.
• Deep understanding of Microsoft IIS platform, including configuration, development and troubleshooting on IIS.
• Experience of using and troubleshooting on Azure platform, especially with Azure SignalR and Azure Bot service.
• Hands on troubleshooting and development experiences on the modern browsers: eg, Internet Explorer, Edge Chromium, Google Chrome, Firefox, etc, be aware of their differences and unique features.
• Knowledge on the frontend webapp programming and debugging : HTML, JavaScript, and CSS.
• Good understanding of the stand