About this role

Overview MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.Within MCAPS - Core, 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.In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.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 Must have technical skills: <ul style="margin-bottom: 0cm; margin-top: 0px;"><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">NET Framework & ASP.NET – Hands-on experience with .NET applications, debugging, and development.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">WebAPI & REST – Experience designing, consuming, and troubleshooting APIs.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">IIS & Web Hosting – Experience with web application deployment and configurations.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Networking Fundamentals – Knowledge of HTTP, TCP/IP, SSL/TLS, firewalls, and proxies.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Visual Studio & Debugging Tools – Familiarity with debugging .NET applications.</li><li style="vertical-align: middle; margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Familiar with fundamentals of Cloud Computing and Windows Azure Technologies </li><li style="vertical-align: middle; margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Familiar with Networking concepts and fundamentals</li></ul> Good to have technical skills: <ul style="margin-bottom: 0cm; margin-top: 0px;"><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Programming knowledge in Java, Node.js, Python, PHP, or Ruby.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Understanding of JavaScript Object Notation (JSON) and YAML.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Experience with API security best practices and authentication mechanisms.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Familiarity with containerized environments (Docker, Kubernetes) and API Gateways.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Ability to work with network traces (Wireshark, Fiddler, etc.).</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Azure Services – Exposure to Azure services such as Application Gateway, APIM, App Services, and Virtual Networks.</li><li style="vertical-align: middle; margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">The ability to read and analyse network traces</li><li style="line-height: 115%; vertical-align: middle; margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">It is desirable to have AZ 900/AI 900 certification.</li></ul> Soft Skills<ul style="margin-bottom: 0cm; margin-top: 0px;"><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Customer-Centric Mindset – Passion for helping customers and providing high-quality support.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Strong Troubleshooting Skills – Ability to diagnose and resolve complex technical issues.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Collaboration & Teamwork – Ability to work effectively with global teams and escalate when needed.</li></ul> General Responsibilities of an Support Engineer: <ul style="margin-bottom: 0cm; margin-top: 0px;"><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Be flexible to work in different shifts which would span across EMEA/India business hrs.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Use trace analysis, source code, and other sophisticated debugging tools to analyse problems and develop solutions to meet customer needs; may involve writing code.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Acquire & coordinate resources from other groups as needed to resolve customer issues.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Manage political issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Share knowledge with other engineers and develop customer solutions efficiently.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Ability to report bugs and supportability concerns along with customer suggestions to the product teams.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: Calibri, sans-serif;">Empower Support engineers to do their best to help the customers.</li></ul> • Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices. • Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. • You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness. • Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements. Qualifications Qualifications: Language Qualification English Language: fluent in reading, writing and speaking. <ul style="margin-bottom: 0cm; margin-top: 0px;"><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: arial, helvetica, sans-serif;">5 to 7 years of experience in technical support, software development, or a related field.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: arial, helvetica, sans-serif;">Hands-on experience with Web APIs, RESTful services, and API authentication mechanisms (OAuth, JWT, etc.).</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: arial, helvetica, sans-serif;">Proficiency in .NET development (C#) and ASP.NET, with experience in debugging and troubleshooting web applications.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: arial, helvetica, sans-serif;">Understanding of networking concepts, including HTTP, DNS, TLS/SSL, firewalls, and proxy servers.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: arial, helvetica, sans-serif;">Ability to analyse network traces and troubleshoot connectivity issues.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: arial, helvetica, sans-serif;">Strong problem-solving, analytical, and debugging skills with a customer-focused mindset.</li><li style="margin: 0cm 0cm 0cm 24px; font-size: 11pt; font-family: arial, helvetica, sans-serif;">Excellent verbal and written communication skills, with the ability to explain technical concepts to various audiences.</li></ul> Candidates must have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team en This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. <hr> 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 <a href="https://careers.microsoft.com/v2/global/en/accessibility.html">requesting accommodations.</a>