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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen 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

Minimum requirements:

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

Additional Qualifications:

SOFT SKILLS

• Leadership - handle technically challenging and politically hot customer situations

• Strong communications skills – Excellent spoken and written English communication skills

• Effective, polished interaction with customer to gather information

• Demonstrable troubleshooting skills

• Cross-team collaboration

• Logical and Critical thinking

• Passion for technology and customer support

• Understanding of cloud vs. on premise computing.

TECHNICAL SKILLS

Knowledge of one or two of the following domains: Networking, Operating System, Virtualization, Microsoft Azure Platform.

Networking

○ Deep understanding of network protocols such as TCP/IP, and OSI concepts. Solid knowledge with DNS, Routing, NAT, HTTPs, etc.

○ Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.). Be able to analyze complex network issues with those tools.

○ Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred

Operating System/Virtualization (as a plus)

○ Knowledge with OS Internals concepts (Windows, Linux, etc.), Active Directory and Security

○ Understanding of Virtualization concepts and virtual system administration

○ Experience with VM (Windows and Linux) configuration and administration

Microsoft Azure Platform (as a plus)

○ Microsoft Azure architecture and its components (Networking, Fabric, Compute, Storage, etc.)

○ Knowledge of Microsoft Azure Platform services

○ Azure Platform development and deployment concepts

Language Qualification

Mandarin Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .