Senior Technical Support Engineer

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

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 by honing your problem-solving, collaboration and research skills, and developing 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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

By applying to this U.S. based position, while remote work is possible, relocation does not apply/is not provided for the role.

Required/Minimum Qualifications:

• 7+ years technical support, technical consulting experience, or information technology experience.
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.
• 6+ years of experience working with at least one of the following VMware products: vSphere, NSX, HCX, OR vSAN.
• 6+ years of experience working with advanced networking technologies (such as routing, switching, Virtual Private Networks, etc).

Other Requirements:

• 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.

Preferred Qualifications:

• 7+ years of experience working with advanced networking technologies (such as routing, switching, Virtual Private Networks).
• 5+ years of experience working with Linux.
• 2+ years of experience supporting one or more VMware Hyperscaler Partners (AWS, Google Cloud, Azure VMware Solutions, etc.).
• 2+ years of experience working with Microsoft Azure platform.
• 2+ years of experience working with system administration.
• Cisco Certified Networking Professional (CCNP) Certification.

Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:https://careers.microsoft.com/us/en/us-corporate-pay

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 theAccommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

#CES #CSS #AppsInfra #AzureCore

Response and Resolution:

• You investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging).

Readiness:

• You take initiative 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 highly complex customer issues, through training and readiness.

Product/Process Improvement:

• You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.

Business Integration:

• You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.

Other:

• You embody ourCulture andValues.