Technical Support Engineer

3 weeks ago

Vancouver, British Columbia, Canada Microsoft Full time

Overview

Microsoft's Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. As a Technical Support Engineer - Cybersecurity Incident Response, you will be part of a team that helps customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions. In this role, you will own, troubleshoot, and solve complex customer technical issues, accelerating your career growth by honing your problem-solving, collaboration, and research skills, and developing your technical proficiency.

This role is flexible, allowing you to work up to 100% 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.

Responsibilities

Response and Resolution

· Reviews complex issues and contacts customers to understand the issue, ensuring they stay informed about the status/solution of their issue.

· Resolves customer issues through problem-solving, collaboration, and research, documenting technical work and research.

· Performs in-depth product troubleshooting and remediation when needed.

Readiness

· Assists in the implementation of end-to-end readiness programs, developing readiness content, and mentoring new Technical Support Engineers.

Product/Process Improvement

· Provides feedback to more senior engineers or serviceability teams on product functionality based on customer engagements.

· Identifies potential defects and escalates to more senior engineers to resolve.

· Applies broad knowledge of automated tools being used across other technologies and products, providing feedback for tool improvement.

· Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.

Other

· Embody our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

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