Senior Technical Support Engineer
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
Responsibilities
- Lead cross-team collaboration for resolving highly complex, cross-technology customer scenarios.
- Provide technical analysis and findings to engineering teams for efficient incident resolution.
- Mentor other Technical Support Engineers on case handling standards, AI-assisted troubleshooting, and case quality.
- Act as an advisor to customers, communicating status and solutions with CARES behaviors.
- Influence process improvements based on customer feedback, AI efficiencies, and quality feedback to Product Groups.
- Develop and deliver advanced readiness materials to enhance team knowledge capabilities.
- Review technical solutions for security impact and risk exposure, promoting Security by Design.
- Monitor and respond to security management notifications and events.
- Apply secure troubleshooting practices and adhere to security, compliance, and privacy requirements.
Requirements
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field OR equivalent experience.
- 3+ years of technical support, technical consulting, or information technology experience.
- Verification of U.S. citizenship due to citizenship-based legal restrictions for supporting U.S. government agency customers.
- Ability to meet Microsoft, customer, and/or government security screening requirements, including Microsoft Cloud Background Check.
Desired Qualifications
- 5+ years of technical support, technical consulting experience, or information technology experience.
- Experience with storage performance and reliability tracing and troubleshooting (Storport, iSCSI, MPIO, etc.).
- Experience configuring and troubleshooting backups using VSS and Windows Server Backup.
- Experience with management of Hyper-V and virtual machine (VM) deployment, management, and troubleshooting.
- Experience with creation, management, and troubleshooting of Windows Failover Clustering (WFC).
- Proficiency in utilizing Windows Server management tools (MMC, Server Manager, RSAT, Windows Admin Center, Azure Arc, etc.).
- Experience managing and troubleshooting Windows features and functionality with PowerShell and other command line and remote utilities.
- Experience reviewing various types of data including event logs, performance monitor captures, network traces, and cluster logs.
- Experience identifying network configuration and connectivity issues using methods including network tracing and analysis for various technologies and protocols (TCP/IP, SMB, UDP, RDMA, etc.).
- Experience isolating performance issues using Performance Monitor (Perfmon) counters, Windows Performance Recorder (WPR), and other tools and techniques.
Benefits
- Typical base pay range of USD $86,100 - $169,800 per year (or USD $113,300 - $187,400 in SF Bay Area/NYC).
- Potential eligibility for benefits and other compensation.
- Opportunities for career growth and to hone problem-solving, collaboration, and research skills.
- Deepen technical proficiency.
Skills
About Microsoft
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Company
MicrosoftJob Posted
2 days ago
Employment Type
Full Time
Work mode
Remote
Salary
US$86,100–169,800 / year
Experience Level
Senior
Locations
United States
Qualification
Applicants
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