Join MCAPS-Core to drive customer success and business growth. This team unites product, engineering, marketing, sales, customer success, and partners around a customer-centric mission, ensuring faster value realization and measurable business impact.

We leverage deep technical expertise and effective go-to-market strategies to win, capture market share, and scale repeatable growth. Our focus is on creating world-class, AI-powered customer experiences that boost adoption, enhance loyalty, and build sustainable competitive advantages.

The Customer Service & Support (CSS) organization within MCAPS-Core builds trust by delivering a seamless support experience. Powered by Microsoft's AI technology, we help consumers, businesses, and partners resolve issues quickly, prevent future problems, and maximize their Microsoft investments.

As a Senior Technical Support Engineer, you will be instrumental in owning, troubleshooting, and resolving complex technical issues for Microsoft customers. This role offers significant opportunities for career advancement, skill development in problem-solving, collaboration, research, and deepening technical expertise.

Support Engineers act as primary technical contacts for Microsoft customers and partners through phone, email, and web channels. You will provide proactive support, contribute to product improvements, and develop self-help resources to benefit a wider audience.

Your responsibilities include delivering an exceptional technical support experience, managing the customer journey from issue identification to resolution, and collaborating with subject matter experts, Engineering teams, and Management when necessary. You'll balance technical problem-solving with excellent communication and a service-oriented approach, with opportunities to become a subject matter expert and receive mentorship.

We are seeking individuals with a strong passion for customer success. Essential responsibilities include:

- Owning and resolving customer technical issues through collaborative troubleshooting and best practices. - Identifying and escalating cases requiring technical or strategic attention. - Creating and maintaining incident management requests for product and engineering groups. - Contributing to case deflection, automation, and digital self-help initiatives. - Driving technical collaboration and engagement across teams, including Product Engineering. - Leading or participating in community building among peer delivery roles. - Improving and developing troubleshooting workflows and guides. - Conducting technical interviews for new hires and interfacing with Account teams for strong customer relations. - Identifying needs for and/or creating readiness content.