Responsibilities

Job responsibilities:  

• Responsible for the customer support experience with Microsoft 
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming) 
• Identify cases that require escalation (either technically or strategically) 
• Create and maintain incident management requests to product group or engineering group 
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience 
• Provide ramp activities, knowledge sharing, technical coaching and mentoring 
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions) 
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific 

Qualifications

Job Title: Support Engineer