Support Engineers provide deep technical troubleshooting skills for escalated issues that involve Microsoft’s technically complex or politically sensitive support situations.
Drive the team/cluster level projects to improve CPE.
Contribute to the efficiency and effectiveness of the business through excellence in execution.
Contribute to Microsoft’s objective of growing market share across solutions, workloads, platforms and products. Works closely with the product team on some of the technical design issue and product changes. Work timings will be based on Business needs it will include NA Business hours.
CPE & Collaboration
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.
Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill. Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
Use advanced troubleshooting skills to analyze problems and workout solutions to meet customer needs; may involve writing code/scripts.
Report software bugs and customer suggestions. Acquire & coordinate resources from other groups as needed to resolve customer issues. Key technical interface to Quick Fix Engineering (QFE) and Development for the resolution of high impact or pervasive issues effecting Microsoft’s corporate clients.
Individual and Team Readiness
Consult, collaborate and take escalations when necessary.
Lead cross-technology virtual efforts with the product team to assess future needs.
Drive the development and management of content for the team.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Manage customer escalations and recognize when to solicit additional help.
Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need.
Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
Utilize effective verbal/written skills to communicate with customers and peers. Makes effective technical presentations
Skills & Qualifications
Candidate must be a strong critical thinker and enjoy solving very difficult problems. Support Engineers are frequently involved with high profile issues and therefore must be able to handle both pressure and complex situations. Candidates must also have strong customer service, accurate logical problem solving and communication skills and the ability to work in a team environment.
Knowledge and hands-On expertise with the following products-
Advance knowledge of
Knowledge on Tools and log analysis:
Windows Event logs
Primary Location: India-Telangana-Hyderabad
Job Posting: Sep 28, 2023
Experience Required (In Years): Minimum- 5 Maximum- 8