Web Apps Support Engineer
It’s a time of exciting change and new thinking at Microsoft. We’re focused on improving the day-to-day lives of our customers, delivering meaningful impact through ground-breaking technology and providing a truly unified experience.
Through incredible services like OneDrive and Xbox Live powering a Mobile First, Cloud First world, we deliver a positive blend of work and play across different devices, locations and users. Across digital life, we’re reinventing productivity.
In order to fuel this change, we need people prepared to challenge convention, question the status quo and collaborate with likeminded individuals that don’t fear failure but see it as a necessary step toward making a mark on the world.
If shaping a better, more exciting future is what motivates you, you’ll be in good company.
Find out more and apply.
This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
Support Engineers (SE) serve as frontline technical resources for Microsoft’s customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.
You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
3+ years in a customer facing service role in any capacity
English Language: fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams)
2+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education
Bilingual – preferred though not required: Spanish, French, German, Italian, Portuguese, traditional Chinese, Korean, Japanese
We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with effort and persistence. Also helpful is a strong technical background, experience, and knowledge in one or more of the technologies below:
C#, asp.NET, asp.NET core programming experience
Windows scripting or PowerShell
load balancing, geo-redundancy, CDN and VPN technologies preferred
OSI model and related concepts
Virtualization concepts and virtual system administration
concepts like AP, Json templates
storage technologies (cloud and/or on premises)
Active Directory, Security, OS Internals concepts
networking concepts including VIPs, NAT, DNS
networking tools (ping, tracert, tracemon, wire shark, etc.)
core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, LDAP
IIS and HTTP protocol
Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
Act internally as a customer advocate.
Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
Advise customers on how to gain additional value from their Microsoft products.
Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
Please note that working hours might change according to business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.