Overview

With 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.

The Microsoft Customer Service and Support team is looking for Customer Service Engineers who can handle complex customer issues and help them achieve their digital transformation goals. This role requires passion, technical skills, and problem-solving abilities. It also offers a chance to grow your career and join a distinguished team of experts. We seek out people who:

1. Passion for technology and continuous learning.

2. Thrive in dynamic, high stress environments.

3. Are eager to collaborate and build strong relationships.

4. Can see a problem from many angles.

5. Embracing multicultural environments The Role Focus areas:

6. Deliver high-quality customer and partner experience (CPE) through timely response and resolution.

7. Collaborate with global peers, stakeholders, account managers, product group to resolve the customer’s issue in the most efficient way.

8. Achieve career growth and professional development through individual and team readiness.

9. Contribute to the efficiency and effectiveness of the business through excellence in execution.

10. Contribute to Microsoft’s objective of growing market share across solutions, workloads, platforms, and products.

11. Represent Microsoft as a trusted advisor to Microsoft customers.

This is a role for self-directed learners who treat an unfamiliar product as a problem to be solved rather than a gap to be feared. You the kind of engineer who isn’t satisfied until you’ve reproduced the customer’s issue yourself, end to end, and understood why it broke. Deep expertise is welcome and valued; what’s essential is the curiosity and drive to keep building new expertise, fast, on your own initiative.

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.

Responsibilities

Response & Resolution (under ambiguity)

• Own, triage, and drive resolution of customer cases on newly launched products where established documentation, tooling, and precedent may not yet exist.

• Engage customers, including those who ask deep technical questions that are still being answered, with composure, honesty, and a clear action plan. Set and manage expectations explicitly when an answer is not yet known, and own the path to getting it.

• Reconstruct product behavior from first principles using logs, traces, repro environments, and transferable platform knowledge when product-specific guidance is unavailable.

• Recognize the limits of current knowledge and escalate to the appropriate engineering team with a crisp, well-scoped problem statement rather than a raw handoff. Reproduction-Driven Investigation

• Default to reproducing customer-reported issues in your own environment rather than relying on description alone. Build the repro, confirm the failure, and understand the root cause before escalating.

• Independently research, experiment, and self-teach to close knowledge gaps. Draw from product behavior, telemetry, and hands-on testing instead of waiting for formal documentation. Readiness & Knowledge Transfer

• Convert hard-won, real-time learning into durable readiness assets: knowledge-base, troubleshooting guides, triage playbooks, brown-bag sessions, and onboarding content for the broader support population.

• Mentor and brief standard support engineers as a product matures and transitions out of “frontier” status into steady-state support.

• Contribute to the team’s readiness strategy and to feedback loops that improve supportability of future launches. Customer & Stakeholder Management

• Act as advisor to customers on cases that may be technically complex or visible due to a product’s newness.

• Keep customers continuously informed of status and next steps, especially when resolution depends on further investigation.

Qualifications

Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience.

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.

• Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

Additional or preferred qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.

• Microsoft Technology Certifications

• Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)

• Experience in customer service.

• Breadth across multiple Microsoft or cloud technologies (SharePoint, OneDrive, M365) breadth valued over depth in any single product, since the product set is constantly changing

• Microsoft AI certifications

Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $70,500 - $139,700 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 $95,000 - $153,200 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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.