Technical Support Engineering
Microsoft
Technical Support Engineering
Microsoft
Builds workplace software, PCs and cloud services
Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & Infrastructure, the largest and fastest growing group in CSS, provides Microsoft's commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
The Azure Monitoring Enterprise (AME) team supports the services customers rely on to observe, alert on and manage their cloud and hybrid estates, including Azure Monitor, Log Analytics, Azure Monitor Agent, Alerts and Action Groups, Application Insights, Azure Arc-enabled servers and Machine Configuration, and update and patch management. As a Support Engineer on AME, you will independently own, troubleshoot and resolve technical issues of moderate to high complexity for enterprise customers, often in business-critical situations. This opportunity will allow you to accelerate your career growth by deepening your expertise in Azure monitoring and hybrid infrastructure, sharpening your problem-solving, collaboration and research skills, and growing your influence within the team.
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 :
Response and Resolution
You independently own customer technical issues end to end, from scoping through resolution, across Azure Monitor, Log Analytics, monitoring agents, alerting, Azure Arc and patch management scenarios.
You investigate complex issues using logs, telemetry, Kusto (KQL) queries, performance data and diagnostic tools, and drive them to resolution with clear, timely customer communication.
You collaborate within and across teams (swarming channels, triage forums, product groups and partner support teams) and escalate appropriately with well-documented findings.
You handle critical situations and service incidents with composure, keeping customers informed and focused on restoring their business.
Readiness and Knowledge Sharing
You develop deep technical and professional proficiency in Azure monitoring products through training, readiness, and hands-on labs.
You contribute to team knowledge by authoring troubleshooting guides and knowledge articles and by sharing learnings in team communities.
You support the onboarding of newer engineers through case reviews, shadowing, and peer coaching.
You adopt AI-assisted support tools and new ways of working to improve the speed and quality of resolution.
Product and Process Improvement
You identify product defects, documentation gaps and recurring customer pain points, and provide actionable feedback to senior engineers and product groups.
You suggest improvements to support processes and tooling that raise customer satisfaction and team efficiency.
Required
5+ years of technical support, technical consulting experience, or information technology experience, OR a bachelor's degree in computer science, Information Technology (IT), or a related field AND 3+ years of technical support, technical consulting experience, or information technology experience.
Prior experience in a customer-facing technical support environment, including ownership of complex cases.
Strong troubleshooting and problem-solving mindset with structured scoping and root-cause analysis.
Good understanding of Windows and Linux operating systems, including services, logs and performance analysis using built-in counters.
Prior experience with Windows and Linux patching, and with patch and security update management.
Strong knowledge of monitoring infrastructure, including metrics, logs, agents, and alerting.
Prior experience handling cloud-related events and alerts.
Good understanding of Azure cloud concepts (subscriptions, resource management, identity, and RBAC).
Basic understanding of cloud and on-premises networking concepts, including connectivity for private and public networks, DNS, proxies and firewalls.
Conceptual knowledge of Windows Active Directory, security and access control.
Ability to automate operating system tasks with PowerShell, Python or a similar scripting language.
Preferred
Experience in one or more of these areas is desirable:
Hands-on experience with Azure Monitor, Log Analytics, Azure Monitor Agent, Application Insights, or Azure Arc.
Writing Kusto Query Language (KQL) or other query languages to retrieve and analyze data.
Cloud computing in general (Azure, Amazon Web Services, Google Cloud Platform).
Infrastructure code (ARM templates, Bicep, Terraform) and Azure Policy.
Container solutions such as Docker or Kubernetes, including container monitoring.
Web app development or support in C#, Java, ASP.NET or MVC.
Language Qualification
English: fluent in reading, writing and speaking.
Certifications
AZ-900 and AI-900 good to have. AZ-104 (Azure Administrator) is an added advantage.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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 requesting accommodations.
Microsoft builds workplace software, operating systems and cloud infrastructure for consumers, businesses and government agencies, from small organizations to global enterprises. Microsoft 365 combines Word and Excel with Teams communication and Copilot AI features, while Windows runs PCs and Surface supplies the company's own computers. Azure rents computing capacity, storage and databases to build and run web applications. Microsoft also sells Xbox consoles and games, collecting revenue through software licenses, subscriptions, usage charges and product sales. Founded in 1975 by Bill Gates and Paul Allen, Microsoft is headquartered in Redmond, Washington.
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