Technical Support Engineer

With over 18,000 workers worldwide, the Microsoft Buyer Expertise & Success (CE&S) group is chargeable for the technique, design, and implementation of Microsoft’s end-to-end buyer expertise. Come be part of CE&S and assist us construct a future the place prospects come to us not solely as a result of we offer industry-leading services, but additionally as a result of we offer a differentiated and linked buyer expertise.

Inside CE&S, the Buyer Service & Assist (CSS) group builds belief and confidence for each particular person and group by means of delivering a seamless help expertise. In CSS, we assist prospects and companions resolve their points rapidly, forestall future issues from occurring, and show new methods to realize extra from their Microsoft funding.

Inside CSS, our Digital Transformation Platform (DTP) group delivers world-class help for our world prospects on their digital transformation journey. We offer beneficial help options on a variety of applied sciences, together with Synthetic Intelligence and Web of Issues (IoT), that elevate our prospects’ belief in Microsoft and enhance their enterprise efficiency.

Within the Buyer Service & Assist (CSS) staff we’re in search of folks with a ardour for delivering buyer success. As a Technical Assist Engineer you’ll personal, troubleshoot and clear up extremely complicated buyer technical points. This chance will let you speed up your profession progress by honing your problem-solving, collaboration and analysis expertise, and growing your technical proficiency.

This function is versatile in that you may work as much as 100% from residence.

Microsoft’s mission is to empower each particular person and each group on the planet to realize extra. As workers we come along with a progress mindset, innovate to empower others and collaborate to appreciate our shared targets. Every day we construct on our values of respect, integrity, and accountability to create a tradition of inclusion the place everybody can thrive at work and past.

Duties

Response and Decision

· Evaluations extremely complicated points and contacts prospects to grasp concern. Ensures prospects keep knowledgeable as to the standing/answer of their concern. Makes use of troubleshooting instruments (e.g., debugging) to assist resolve buyer points. Helps the enterprise each regionally and globally to drive enterprise. Serves as a technical escalation level.

· Resolves extremely complicated circumstances and by engaged on the end-to-end on case decision. Serves as an escalation level for different engineers to help in resolving circumstances. Could should work with product group or engineering staff.

· Performs complicated product troubleshooting and remediation when wanted. Works alongside the event groups to drive incident decision for configuration, code, or different service deficiencies impacting prospects. Analyzes patterns of issues and identifies workflows to optimize help engineering supply for a staff or area stage.

· Collaborates on cross-team and cross-product technical points by working with sources from different teams together with help engineering teams, product teams, providers staff, and account staff as wanted to resolve complicated buyer points.

Readiness

· Assists within the growth of end-to-end readiness applications (e.g., mentoring, main triages, content material creation, brown bag classes, blogs, high quality assurance checks, writes technical articles) for brand spanking new and present know-how.

Product/Course of Enchancment

· Acts as a trusted advisor to the product group, in a chosen self-discipline or know-how, to affect, enhance, or suggest fixes.

· Contributes to product enhancements by submitting bugs and design change requests, and recommends potential fixes to validate decision previous to transport to buyer or manufacturing with the intention to forestall prospects from being impacted.

· Evaluations diagnostic processes and collaborates to design full programs that simplify instruments automation and remove systematic diagnostic points. Builds automation instruments.

· Makes enhancements primarily based on suggestions supplied. Interprets suggestions and creates processes and workflows for case decision.

· Leads case triage conferences and/or case discussions to share data with different engineers and develop buyer options. Takes learnings from triage conferences to speak readiness must supervisor or readiness staff.

Enterprise Integration

· Makes use of enterprise integration data to affect technique when partaking with prospects, companions, and groups.

Different

• Embody our tradition and values

{Qualifications}

Required/Minimal {Qualifications}

• 5+ years technical help, technical consulting expertise, or data know-how expertise

o OR Bachelor’s Diploma in Laptop Science, Info Expertise (IT), or associated area AND 3+ years technical help, technical consulting expertise, or data know-how expertise.

Different Necessities

• Potential to fulfill Microsoft, buyer and / or authorities safety screening necessities are required for this function. These necessities embrace, however should not restricted to the next specialised safety screenings: Microsoft Cloud Background Test: This place shall be required to go the Microsoft Cloud Background Test upon rent / switch and each two years thereafter.

Extra or Most well-liked {Qualifications}

• Microsoft Expertise Certifications.

• Expertise in a customer-facing or help function in any of the next: technical escalation help, product help, developer help, IT DevOps, IT Admin/help, Techniques Growth, or Consulting or IT/Community Operations.

• Expertise in a number of of the next:

• Deep understanding of Cloud providers (Ideally Azure), (Expertise with different cloud service like AWS can be a plus)

• Expertise in Azure structure and its parts (Compute, Storage, ARM, Networking)

• Microsoft AI providers – Azure Machine Studying

• Python, R, REST ideas, .NET, Java, JavaScript, Scala, C/C++ and debugging

• Familiarity with growth: instruments, language, course of, strategies, troubleshooting

• Expertise with Information Science, generative AI options

Technical Assist Engineering IC4 – The everyday base pay vary for this function throughout Canada is CAD $88,800 – CAD $165,000 per yr.

Discover extra pay data right here:

https://careers.microsoft.com/v2/world/en/canada-pay-information.html

Microsoft will settle for purposes for the function till April 17, 2024

#CES #CSS #DTP #DataAI

Microsoft is an equal alternative employer. In keeping with relevant legislation, all certified candidates will obtain consideration for employment with out regard to age, ancestry, citizenship, coloration, household or medical care depart, gender identification or expression, genetic data, immigration standing, marital standing, medical situation, nationwide origin, bodily or psychological incapacity, political affiliation, protected veteran or navy standing, race, ethnicity, faith, intercourse (together with being pregnant), sexual orientation, or some other attribute protected by relevant native legal guidelines, laws and ordinances. Should you want help and/or an inexpensive lodging as a result of a incapacity in the course of the utility course of, learn extra about requesting lodging (https://careers.microsoft.com/v2/world/en/accessibility.html) .