Join a dynamic team focused on accelerating customer success and driving business growth through innovative solutions. MCAPS-Core unites product, engineering, marketing, sales, customer success, and partners with a unified customer mission. Our Customer Service & Support (CSS) organization builds trust by delivering seamless, AI-powered support experiences, helping users resolve issues quickly, prevent future problems, and maximize their Microsoft investments. This role offers a significant opportunity for career advancement, skill refinement in problem-solving and research, and deepening technical expertise.

Serve as a primary technical resource for Microsoft customers and partners across phone, email, and web channels. Proactively provide support advice, contribute to product quality improvements, and develop self-help resources. You will own and manage the end-to-end customer experience from problem identification to resolution. Collaborate with subject matter experts, Engineering teams, and management as needed. Your role involves delivering both technical expertise and exceptional communication skills. Develop into a subject matter expert with guidance and mentorship.

Key responsibilities include: owning customer support interactions; troubleshooting and resolving complex technical issues; escalating cases strategically or technically; creating and maintaining incident requests with product groups; contributing to case deflection and automation initiatives; providing readiness content and knowledge sharing; driving cross-team technical collaboration; leading community building efforts; developing and improving troubleshooting guides; participating in technical interviews; and interfacing with Account teams for customer relationship management.

A Bachelor's Degree in Computer Science, Information Technology (IT), or a related field, coupled with at least 3 years of technical support, consulting, or IT experience. Alternatively, a minimum of 5 years of equivalent experience in technical support, consulting, or IT is acceptable. Fluency in reading, writing, and speaking English is essential.

Required technical foundation includes at least three years of experience in customer support or software development within areas such as Azure App Services, Azure Functions, Web Apps on Windows or Linux, Docker-based deployments, or IIS-based hosting. You should possess hands-on troubleshooting experience with Windows or Linux web applications, covering deployment, startup, and availability issues. Proficiency in application development and debugging using languages like .NET Core, ASP.NET, Java, Node.js, Python, PHP, or Ruby is necessary. A basic understanding of web standards (HTML, CSS, JavaScript) and core programming concepts (call stacks, threading, exceptions, performance) is expected. Proven ability to analyze logs and diagnostic tools, along with familiarity with networking fundamentals and HTTP/S protocols, is crucial. Experience with tools like Fiddler or Wireshark is beneficial. A strong eagerness to learn and grow within the cloud ecosystem is highly valued. While not mandatory, AZ 900/AI 900 certification is a plus. Experience supporting large, distributed enterprise environments is preferred.