Technical Support Engineering

With more than 45 000 employees and partners worldwide the Customer Experience and Success CE S organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft s products and services ignited by our people and culture We drive cross-company alignment and execution ensuring that we consistently exceed customers expectations in every interaction whether in-product digital or human-centered CE S is responsible for all up services across the company including consulting customer success and support across Microsoft s portfolio of solutions and products Join CE S and help us accelerate AI transformation for our customers and the world 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 Technical Support Engineer you will own troubleshoot and solve customer technical issues This opportunity will allow you to accelerate your career growth hone your problem-solving collaboration and research skills and develop 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 customer technical issues collaborating within and across teams and leveraging troubleshooting tools and practices Readiness You lead or participate in building communities with peer delivery roles and where appropriate share your knowledge You develop specific technical and professional proficiency to enable you to resolve customer issues through training and readiness Product Process Improvement You identify potential product defects and escalate appropriately to resolve contributing to Microsoft product improvements Qualifications Required Qualifications 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 3 years of experience supporting SharePoint Online and or On-Prem 2010 2013 2016 2019 and OneDrive for Business Strong understanding of SharePoint architecture content deployment site collections and retention policies Exposure to compliance and security features in SharePoint and OneDrive e g DLP eDiscovery retention policies Familiarity with OneDrive sync client file restore sharing and permissions and storage limits Strong understanding of SharePoint architecture content deployment site collections and retention policies 5 Experience with PowerShell scripting ULS log analysis and SharePoint migration tools Familiarity with Microsoft 365 ecosystem and integration points with SharePoint Excellent communication and collaboration skills especially in cross-functional and global teams Ability to work in rotational shifts and handle critical situations CritSits with composure Key Responsibilities Own and resolve escalated SharePoint and OneDrive issues that are technically complex time-sensitive or politically sensitive Perform in-depth troubleshooting using diagnostic tools logs and debugging techniques Collaborate with Product Engineering Groups for code-level investigations and hotfixes when required Act as a liaison between frontline support and engineering teams ensuring clear communication and timely updates Document and share learnings through knowledge base articles internal wikis and readiness sessions Participate in triage meetings swarming sessions and case wellness reviews to ensure backlog hygiene and resolution velocity Mentor and coach junior engineers contributing to team capability building Engage in proactive support initiatives including readiness content creation and customer health assessments Language Qualification English Language fluent in reading writing and speaking 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 We also consider qualified applicants regardless of criminal histories consistent with legal requirements If you need assistance and or a reasonable accommodation due to a disability during the application or the recruiting process please send a request via the