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 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 an 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
Required Qualifications:

7+ years of robust experience across technology domains including support, training, consulting, solution architecture, software development, networking, data centre operations, and IT administration.
Proven expertise in designing, implementing, and supporting enterprise-grade solutions with a strong focus on Authentication, Identity and access management.
Demonstrated technical depth in Azure Active Directory, Microsoft Entra, and hybrid identity models, alongside advanced knowledge of authentication and authorization technologies such as Kerberos, PKI, OAuth, SAML, WS-Fed, and MFA.
7+ Years of Experience with authentication and authorization concepts, including:

• Single Sign-On (SSO), Seamless SSO
• Multi-Factor Authentication (MFA) / Password less authentication
• Conditional Access Policies

Experience with Identity Synchronization Technologies (Dirsync, AAD Connect, FIM…etc), Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc), Identity and Access Management, Office 365 Identity Management, Cloud Domain Management, Cloud User Management and configuration.

• Hands-on exposure to Azure AD Connect, Hybrid Identity configuration, and troubleshooting account mgmt/authentication/sync issues
• Deep Understanding of Azure AD Cloud Sync, Azure AD App Proxy, ADFS&WAP, Device Registration, B2B, B2C, PTA, PHS, RBAC((Role-Based Access Control)
• Knowledge of PKI and Authentication protocols
• Proven expertise in Application integration with Azure AD
• Deep Understanding of identity federation technologies (ADFS, SAML, OAuth, OpenID Connect)
• Ability to analyze and troubleshoot complex issues on Azure AD in an Enterprise environment
• Good coding/ software development skills are a plus
• Proven ability to diffuse highly visible escalations and drive them to resolution
• Proven Ability to lead a set of team members aligned technically and oversee their overall Technical Development
• Proven ability to partner with Management , Global Stakeholders and lead Business / Operational initiatives
• Proven ability to lead initiatives at Cluster/Org/Global level

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.