Technical Support Engineering

Technical Support Engineering | Microsoft Careers Skip to main content Microsoft Careers Careers Careers Search Search jobs Sign in Single PositionView All JobsTechnical Support EngineeringUnited States, Multiple Locations, Multiple LocationsApply nowAdd to cartFind out how well you match with this jobUpload your resumeJob descriptionCompany and benefitsJob number200043092Date postedJul 09, 2026Work site3 days / week in-officeTravelLess than 25%ProfessionTechnical SupportDisciplineTechnical Support EngineeringRole typeIndividual ContributorEmployment typeFull-TimeOverviewWith 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 highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and further deepen your technical proficiency – becoming a product expert.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.ResponsibilitiesCase Resolution and Daily Operations Leads resolution strategy for team-wide high-impact or critical customer issues. Leads investigations that require complex technical reasoning utilizing AI-powered insights and diagnostics. Models all case handling standards with a continuous focus on speed and quality, including acting as a mentor. Engages engineering with well supported technical analysis and partners with them for resolution. Leads critical case resolution; supporting stakeholders with technical context. Leads complex investigations using validated AI-supported analysis. Establishes AI-safe workflows, while protecting data and privacy. Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities. Engages engineering with AI-supported analysis and reproduction steps. Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction. Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution. Product/Process...