Technical Support Engineer

Irving, TX, United States

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. In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

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 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 100% 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 review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness

You participate in communities with peer delivery roles.

You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product/Process Improvement

You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

Embody our Culture and Values 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

Proficiency in Engilsh and one or more of the following: Spanish, or Brazilian Portuguese, with a capability in technical documentation and communication.

Additional or Preferred Qualifications Microsoft Technology Certifications

2+ years of hands-on experience with diagnosing real-time communication platforms, with a focus on Session Initiation Protocol (SIP) traffic assessment.

2+ years with hands-on knowledge of Unified Communication tools, including but not limited to Lync, Skype for Business, Microsoft Teams, Cisco systems, Avaya solutions, and Session Border Control technologies.

Understanding of Session Initiation Protocol (SIP), Web Real-Time Communication (WebRTC), Voice over Internet Protocol (VoIP), and Public Switched Telephone Network (PSTN).

Familiarity with core networking principles involving TCP/IP, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Quality of Service (QoS), and methods for balancing network traffic.

Proficient with network address translation (NAT), firewall strategies, and proxy services.

Proven ability in conducting technical analyses, which includes utilizing tools like Fiddler for traffic captures, analyzing HTTP Archive (HAR) files, scrutinizing application logs, and interpreting various data types.

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.

Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $66,900 - $135,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $89,600 - $148,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until June 3, 2024.

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.

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