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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop 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 <ul style="list-style-type: disc;" type="disc"><li>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.</li><li style="font-family: arial, helvetica, sans-serif;">Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. </li><li style="font-family: arial, helvetica, sans-serif;">You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.</li><li style="font-family: arial, helvetica, sans-serif;">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.</li><li style="font-family: arial, helvetica, sans-serif;">Embody our <a href="https://careers.microsoft.com/v2/global/en/culture">culture</a> and <a href="https://www.microsoft.com/en-us/about/corporate-values">values</a>.</li></ul> Qualifications Requirements:<ul type="disc"><li>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.</li></ul> Preferred QualificationsExperience in one or more of the following areas is preferred: <ul><li>Scoping complex customer issues, communicating technical findings clearly, collaborating with other teams, and documenting investigations and resolutions</li><li>Diagnosing Windows reliability and performance issues, including high CPU utilization, memory leaks, process hangs and crashes, system hangs and bugchecks/blue screens</li><li>Understanding Windows operating system fundamentals, including CPU, memory, paging, registry, and applying that knowledge to troubleshoot performance issues</li><li>Using PowerShell and command-line utilities to investigate issues, collect diagnostic information, or automate troubleshooting tasks</li><li>Troubleshooting application performance, Windows startup and boot behavior, and Secure Boot</li><li>Supporting Windows Shell experiences, including Search, File Explorer, the Start menu, modern apps, taskbar, lock screen, display settings, time zone settings, file associations, and media-related issues</li><li>Working with Windows client and server environments</li></ul> Other Requirements: <ul type="disc"><li>Shift and On-Call Requirements: Candidates need to be flexible to work scheduled hours within the team's 8:00 AM–8:00 PM Central Time support window, with an emphasis on helping cover later hours as business needs require. Weekend coverage follows the same support hours and is shared through a required rotating Saturday/Sunday schedule across the engineering team.</li><li>The role also participates in a required 24x7 on-call rotation to support restricted-access cases. On-call assignments are shared across the team on a weekly rotation and may include overnight and 24-hour weekend coverage.</li><li>Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.</li><li>Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.</li></ul> 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: <a href="https://careers.microsoft.com/us/en/us-corporate-pay">https://careers.microsoft.com/us/en/us-corporate-pay</a> 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>