Technical Support Engineering Dev Storage
Microsoft · Posted Nov 5
Software, cloud computing, artificial intelligence, and hardware services
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About the role
The Customer Service & Support (CSS) organization within MCAPS-Core delivers seamless support experiences powered by Microsoft AI technology. The team helps consumers, businesses, and partners resolve issues quickly and securely across Microsoft products. As a Senior Technical Support Engineer, the role owns troubleshooting and resolution of complex customer technical issues using trace analysis, source code, and debugging tools.
What you will do
- 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. Frequently, these problems will not only be technically complex, but will be 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.
- Be flexible to work in different shifts which would span across EMEA/India business hrs.
- Use trace analysis, source code, and other sophisticated debugging tools to analyse problems and develop solutions to meet customer needs; may involve writing code.
- Acquire & coordinate resources from other groups as needed to resolve customer issues.
- Manage political issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.
- Share knowledge with other engineers and develop customer solutions efficiently.
- Ability to report bugs and supportability concerns along with customer suggestions to the product teams.
- Empower Support engineers to do their best to help the customers
Skills used in this role
What the employer is looking for
- Cloud Computing and Windows Azure Technologies
- Networking concepts and fundamentals
- Basic understanding of Azure cache for Redis
- Azure Entra ID (Identity, security, and access)
- NET Framework & ASP.NET – Hands-on experience with .NET applications, debugging, and development.
- WebAPI & REST – Experience designing, consuming, and troubleshooting APIs.
- Networking Fundamentals – Knowledge of HTTP, TCP/IP, SSL/TLS, firewalls, and proxies.
- Customer-Centric Mindset – Passion for helping customers and providing high-quality support.
- Strong Troubleshooting Skills – Ability to diagnose and resolve complex technical issues.
- Collaboration & Teamwork – Ability to work effectively with global teams and escalate when needed.
- Language Qualification English Language: fluent in reading, writing and speaking.
- 5 to 7 years of experience in technical support, software development, or a related field.
- Hands-on experience with Web APIs, RESTful services, and API authentication mechanisms (OAuth, JWT, etc.).
- Proficiency in .NET development (C#) and ASP.NET, with experience in debugging and troubleshooting web applications.
- Understanding of networking concepts, including HTTP, DNS, TLS/SSL, firewalls, and proxy servers.
- Ability to analyse network traces and troubleshoot connectivity issues.
- Strong problem-solving, analytical, and debugging skills with a customer-focused mindset.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to various audiences.
- Candidates must have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.
- Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Preferred qualifications
- Programming knowledge in Java, Node.js, Python, PHP, or Ruby.
- Understanding of JavaScript Object Notation (JSON) and YAML.
- Experience with API security best practices and authentication mechanisms.
- Familiarity with containerized environments (Docker, Kubernetes) and API Gateways.
- Ability to work with network traces (Wireshark, Fiddler, etc.).
- Azure Services – Exposure to Azure services such as Application Gateway, APIM, App Services, and Virtual Networks.
- The ability to read and analyse network traces
- Azure compute : Azure Virtual Machine,App Service,Azure Functions
- It is desirable to have AZ 900/AI 900 certification.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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