Job description

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues. Responsibilities Responsibilities Response and Resolution Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Performs in-depth 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 moderately complex customer issues. Readiness Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics. Product/Process Improvement Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. Other Qualifications Qualifications Required/Minimum Qualifications 3 years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1 year(s) technical support, technical consulting experience, or information technology experience. Microsoft Dynamics CRM Experience or a Developer focused background would be beneficial but not essential. In depth knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Exchange, Visual Studio). Ability to take Technical Leadership in one specific product or area of business processes. Additional or Preferred Qualifications Microsoft Technology Certifications. Background in Customer Relationship Management systems SQL, JSON and Kusto query languages Experience with Azure and PowerBi data gateways JavaScript development including CDS extensions. Experience with troubleshooting fiddler, network browser traces and firewalls Salary Range: $80K -- $100K Minimum Qualification Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.

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