Senior Technical Support Engineer

2 months ago

Wuxi, Jiangsu, China Microsoft Full time

Overview

At Microsoft, we are dedicated to delivering exceptional customer experiences through our Customer Experience & Success (CE&S) organization. With a global workforce of over 18,000, we focus on the strategic design and execution of comprehensive customer support solutions. Join us in our mission to ensure that customers choose us not only for our industry-leading products but also for our unparalleled support services.

Within the CE&S framework, the Customer Service & Support (CSS) division plays a pivotal role in fostering trust and confidence among our clients. Our team is committed to providing a seamless support experience, enabling customers and partners to swiftly resolve issues, prevent future challenges, and maximize their Microsoft investments.

We are currently seeking individuals who are passionate about customer success to join our CSS team as Technical Support Engineers. In this role, you will take ownership of intricate technical challenges, troubleshoot effectively, and devise solutions for our customers. This position offers a unique opportunity for professional growth, enhancing your problem-solving, collaboration, and technical skills.

This role provides flexibility, allowing you to work remotely for up to 50% of your time.

Our mission at Microsoft is to empower every individual and organization on the planet to achieve more. We cultivate a growth mindset, innovate to empower others, and collaborate to achieve shared objectives. Each day, we uphold our values of respect, integrity, and accountability, fostering an inclusive culture where everyone can thrive.

Qualifications

To be considered for this role, candidates should possess:

  • Proficiency in English, with strong reading, writing, and speaking skills.
  • Relevant experience in Business Management and Technical Support.
  • Technical expertise in one of the following Public Cloud domains:
    • IaaS: Familiarity with Public Cloud architecture and components, including Azure Fabric, Compute, and Storage, as well as Operating Systems and Networking.
    • PaaS: Development experience in languages or frameworks such as .NET Core, ASP.NET, Java, Node, Python, PHP, and Ruby. Strong problem-solving abilities and experience with OSS tools like PHP, Python, Node JS, Docker, and CI/CD are advantageous.
    • Data & AI: Comprehensive knowledge of Big Data technologies (e.g., Hadoop, Spark), Relational Database Management Systems (e.g., SQL Server, MySQL), and Microsoft Business Intelligence products (e.g., Power BI). Expertise in Java, C#, and Python is a plus.

Required Qualifications

Candidates must have:

  • A minimum of 10 years of experience in technical support, consulting, or information technology, or a Bachelor's Degree in Computer Science, Information Technology, or a related field, along with 8 years of relevant experience.
  • A solid understanding of Cloud Technologies and competitive market landscapes.
  • Experience in a global organizational environment.
  • Proven track record in driving global process improvements or managing international projects.
  • Experience advising senior leaders and providing consultations on a global scale.
  • Collaboration experience with engineering teams to enhance customer support experiences.

Preferred Qualifications

Additional qualifications include:

  • Microsoft Technology Certifications.

Candidates must meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check upon hire and every two years thereafter.

Responsibilities

The responsibilities of this role include:

  • Resolving complex, strategic, and high-profile customer cases that may require collaboration with Software Engineering.
  • Ensuring a positive customer support experience with Microsoft.
  • Taking ownership of customer technical issues, utilizing best practices in collaboration and troubleshooting.
  • Identifying cases that necessitate escalation.
  • Creating and maintaining incident management requests for product or engineering teams.
  • Contributing to initiatives aimed at case deflection, automation, and digital self-help resources to enhance customer and engineer experiences.
  • Providing knowledge sharing, technical coaching, and mentoring.
  • Facilitating technical collaboration with external teams, including Product Engineering, Services, and Support.
  • Leading or participating in community-building efforts with peer delivery roles, focusing on specific workloads or specialties.

Benefits and perks may vary based on employment nature and location, including industry-leading healthcare, educational resources, product discounts, savings and investment options, parental leave, generous time off, giving programs, and networking opportunities.

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