Experience Inc. Jobs

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen 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

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.

• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Qualifications

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND / OR Hands On working experience in either technical support, technical consulting experience, or information technology experience.

• Candidate must have worked with Dynamics 365 Power Platform family (Power Automate, Copilot Studio, Power Apps, etc...) and related products & services.

o Field experience is desirable.

o Functional and technical knowledge, including troubleshooting, of Dynamics 365 Power Platform product family.

• Excellent communication skills – verbal, listening and written (including technical writing)

• Demonstrated experience in delivering technical training to audiences of all skill levels.

• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring.

• Proven experience managing and maintaining one or more Microsoft server technologies, such as SQL Server, Exchange Server, IIS, Windows Server, etc.

Preferred Qualifications:

• Certification in one or more of the following technologies preferred: Microsoft Power Platform, Dynamics 365 products (Finance and Operations, Customer Engagement, etc...)

• Exhibit analysis, problem resolution, judgment, and decision-making skills in order to assist customer with their technical issue.

• Demonstrate strong customer service and logical problem-solving attributes.

• Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System

• Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, Developer, etc)

Language Qualification:

Portuguese OR Spanish Language: fluent in reading, writing and speaking.

English Language: confident in reading, writing and speaking.

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) .