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 customers' 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.

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.

•    Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, 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.

Required Experience 

Must have - Knowledge and experience in Microsoft 365 identity management AND/OR Azure Active Directory/AAD/Entra ID

Proficiency in Azure Active Directory, Microsoft Synchronization Engines such as DirSync, AD Sync, AAD Connect, and Multi-Factor Authentication.

At least one year of hands-on experience in the administration of Windows Server, Windows Client, Active Directory, or Azure Active Directory is required.

Familiarity with Microsoft Cloud services, including Azure and Office 365, as well as Windows Server products. Particularly, expertise in Microsoft Azure AD (Azure Active Directory) (Azure Active Directory), AD FS, and related technologies.

Understanding of fundamental principles, encompassing network concepts like DNS, network protocols, IPs, ports, etc., as well as OS fundamentals like Registry, Processes, Rights, and Permissions, and Active Directory topics including Authentication Protocols and PKI.

Basic troubleshooting skills in network and DNS (Domain Name System).

Familiarity with Office 365 suite and/or messaging products (such as Exchange Server, Exchange Online, Outlook) would be advantageous.

Azure Identity – Skill Requirements

• Strong foundational knowledge including Azure Active Directory, Microsoft Entra, and hybrid identity models
• Experience with authentication and authorization concepts, including:
• Single Sign-On (SSO), Seamless SSO
• Multi-Factor Authentication (MFA) / Password less authentication
• Conditional Access Policies
• Hands-on exposure to Azure AD Connect, Hybrid Identity configuration, and troubleshooting account mgmt/authentication/sync issues
• Understanding of Azure AD Cloud Sync, Azure AD App Proxy, ADFS&WAP, Device Registration, B2B, B2C, PTA, PHS
• Application integration with Azure AD
• Understanding of identity federation technologies (ADFS, SAML, OAuth, OpenID Connect)
• Ability to analyze and troubleshoot login failures, token issues, and account lockout scenarios.
• Knowledge of RBAC (Role-Based Access Control) and Good coding/ software development skills are a plus
• Knowledge of PKI and Authentication protocols
• Comfortable with PowerShell scripting and commands.

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

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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.