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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.

In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

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 by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 100% from home.

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

As a Commerce Support Escalation Engineer, you will be responsible for delivering support services, working with customers to resolve complex technical issues.  In addition, you will focus on determining technical support scenarios, supportability asks, as well as on supporting workflow adjustments for identifying required tools, cloud access, training, processes or capabilities for support to assess issues quickly.  Therefore, you will also need to closely collaborate with other teams such engineering, operations, and CSS engineers.

• Troubleshoot and provide initial triage and investigation of customer cases from frontline support. Escalate to multiple Engineering and Decision teams as needed.

• Understand customer scenarios using Microsoft products/solutions and collaborate closely with engineering groups to resolve their issues and develop custom solutions.

• Act as liaison between frontline support and engineering teams / Business Group.

• Competently represent the Tier 3 team with Executive level management on high stakes escalations.

• Ability to build business relationships with external or internal stakeholders and generate trust, next to educating Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.

• Participate in a rotating 24x7 on-call schedule.

• Provide initial analysis and routing of issues that come in from support daily and assist in the resolution on any support escalations that do not need to go to development but do require action from tier 3 or engineering.

Qualifications

Minimum Qualifications

• Multi-year technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND multi-year technical support, technical consulting experience, or information technology experience

• Passion for technology, problem solving and ensuring product issues are raised, addressed and provide customers with key insights/diagnostics

• Strong communication skills and client-facing expertise, so to understand the customers' best interests in terms of problem impact as well as to best manage complex customer-related situations.

• Good understanding of Commerce mechanisms (Payments, Credits, Refunds, Invoices and Credit Cards)

Additional Qualifications

• Understanding of Microsoft Cloud Services and knowledge on Office 365 identities and provisioning and Office 365 Subscription Admin roles

• Ability and motivation to build knowledge around unfamiliar components/technologies as needed

• Knowledge on technologies from M365 suite is a plus

Language Qualification

English Language: confident in reading, writing and speaking.

Fluency in German, French and/or Italian will be considered an asset.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .