Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 16,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Senior Support Engineers (Sr. SE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. Sr. SEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

The strong suit of a Sr. SE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert development or service knowledge. They act as a subject matter expert regarding email development, debugging and troubleshooting and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. Sr. SEs collaborate with experts from across the business, including our Development Teams.

Responsibilities

Response and Resolution

Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand the issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

Acts as an advisor to the customer and handles complex, or repeatable cases. Escalates politically charged cases. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-based articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem to proactively resolve potential issues in the future.

Performs complex API, protocol and product troubleshooting and remediation when needed.

Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Product/Process Improvement

Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.

Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Other

Embody our culture and values

Qualifications

Required/Minimum Qualifications

5+ years technical support, technical consulting experience, or information technology experience
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.

3+ years' experience and knowledge of designing, writing, debugging and troubleshooting Windows desktop and web applications in C# or VB.Net.

History of proficient customer service, communication, problem-solving, interpersonal skills and teamwork.

Business level fluency to read, write and speak English.

Additional or Preferred Qualifications

Microsoft Technology Certifications.

Experience writing code that works against Exchange and Outlook is desired

3+ year experience applying a logical and methodical approach for problem solving.

Competent customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.

Any Prior knowledge of messaging APIs and protocols in the following areas is desirable: Exchange Web Services (EWS), Outlook Object Model, Outlook forms development, Extended MAPI, CDOSYS, System.Net.Mail, Exchange REST, Microsoft Graph, Json, Exchange Server ActiveSync and Autodiscover.

Development skills in .NET development (C# or VB.Net) and Javascript.  Knowledge of unmanaged C++ highly desired.

Working knowledge of troubleshooting tools including Sysinternals, Performance Monitor, Fiddler, Netmon, NetStat, Tracert etc.

Windows Server concepts and administration (Active Directory, Group Policy Management, Networking)

Crash dump analysis using Visual Studio or the Windows Debugger (windbg.exe)

General experience IIS including application pools, authentication settings and configuration requirement for use with Exchange server.

General understanding of Active Directory as it impacts Exchange Server.

General understanding of SMTP transport and Exchange Transport a plus.

Reliable understanding of client/server, networking, and Internet technologies fundamentals.
Business level fluency to read, write and speak Spanish and Portuguese

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.

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 the Accommodation request form.

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

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