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Technical Support

Contract: Seattle, Washington, US

Salary Range: 25.00 - 30.00 | Per Hour

Job Code:

End Date:
Days Left: 29 days, 3 hours left

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Job Title: Technical Support Tech II

Location: Seattle, WA

Duration: 3+ Months- possible extension/conversion

Salary and Other Compensation:

The hourly rate for this position is between $ 25.00/hr- $ 30.00/hr .

Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Detailed knowledge of basic computer concepts, PC hardware and software troubleshooting, and workstation (desktop/laptop) hardware.

• Experience supporting Windows XP/7 and Server operating systems in a managed desktop environment
• Experience supporting Macintosh OS X (10.4 & upwards) desirable
• Basic working knowledge of Linux/UNIX systems (Red Hat preferable) at a user level.
• Solid knowledge of networks including Ethernet, TCP/IP, and Windows Servers networking.
• Self motivated with the ability to work independently with minimal supervision
• Ability to maintain Customer Focus, stay motivated and be proactive.
• Insist on the highest standard from self and others
• Must be able to safely lift up to 50 lbs

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)

Job Requirement

• Windows
• Linux/UNIX
• networks

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• Chandraditya Jha
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Our client is seeking an experienced and empathetic Senior Customer Service & Technical Support Specialist to join their growing team in Seattle, Washington, US . This role is perfect for an individual passionate about providing exceptional customer experiences and resolving complex technical issues. You will be responsible for handling escalated customer inquiries via phone, email, and chat, providing in-depth troubleshooting and support for our diverse product line. A key aspect of this position involves diagnosing and resolving technical problems, documenting solutions, and contributing to our knowledge base. You will also act as a liaison between customers and internal technical teams, ensuring prompt and effective resolution of issues. The ideal candidate possesses strong technical aptitude, excellent communication skills, and a patient, customer-centric approach. Experience with CRM software and ticketing systems is essential. You will also be involved in training junior support staff, mentoring them on best practices, and contributing to the continuous improvement of our support processes. This role requires the ability to manage multiple priorities, work effectively under pressure, and maintain a positive attitude. A deep understanding of our products and services, coupled with strong problem-solving abilities, will be critical to your success. Join our client and make a significant impact on customer satisfaction and loyalty.

Our client, a leading provider of innovative software solutions, is seeking a highly skilled and empathetic Senior Customer Service Specialist with a specialization in Technical Support for their **Seattle, Washington** team. This hybrid role requires individuals who are passionate about helping customers resolve complex technical issues and ensuring a positive user experience. You will be a key point of contact for customers experiencing difficulties with our client's products, providing timely, accurate, and comprehensive support.

Your responsibilities will include troubleshooting software issues, diagnosing technical problems, and providing clear, step-by-step solutions to customers via phone, email, and chat. You will escalate complex issues to engineering or development teams when necessary, providing detailed documentation of the problem and resolution steps. Maintaining a deep understanding of the company's product suite and its functionalities is crucial. You will also contribute to the knowledge base by creating and updating support articles, FAQs, and tutorials. Engaging with customers to gather feedback on product performance and potential improvements will be an important part of your role. This position requires patience, empathy, and a strong ability to explain technical concepts in an understandable manner.

The ideal candidate will possess excellent communication and interpersonal skills, with a proven ability to de-escalate challenging customer situations. Strong technical aptitude and problem-solving skills are essential, along with a solid understanding of common software and hardware issues. Experience in a customer support or technical helpdesk role is required. Familiarity with ticketing systems and CRM software is highly desirable. This role requires individuals who can work effectively both independently and as part of a collaborative team, balancing remote work with in-office collaboration. If you are a dedicated problem-solver who thrives on helping others and possesses a passion for technology, this is an excellent opportunity to join a growing company.

Responsibilities:

• Provide advanced technical support to customers via phone, email, and chat.
• Troubleshoot and diagnose complex software and hardware issues.
• Guide customers through step-by-step solutions and workarounds.
• Escalate unresolved issues to appropriate departments (e.g., Engineering, Development) with detailed documentation.
• Develop, maintain, and update knowledge base articles, FAQs, and user guides.
• Identify trends in customer issues and provide feedback to product development teams.
• Ensure customer satisfaction by providing timely and effective resolutions.
• Manage customer support queues and prioritize issues based on urgency and impact.
• Assist in training junior support staff on product knowledge and support procedures.
• Stay current with product updates, new features, and industry best practices.
• Document all customer interactions and technical solutions accurately in the CRM system.
• Proactively identify opportunities to improve the customer support process and user experience.

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in technical support, customer service, or helpdesk roles.
• Strong understanding of software troubleshooting, operating systems (Windows, macOS), and common hardware issues.
• Excellent communication, listening, and interpersonal skills.
• Proven ability to explain technical concepts clearly to non-technical users.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and manage time effectively in a hybrid work environment.
• Strong problem-solving and analytical skills.
• Patience and empathy when dealing with customer issues.
• Certification in relevant technologies is a plus.

About the job Technical Support Trainee

Position: Technical Support Trainee

Our client is a leading company in the field of commercial lighting, offering a comprehensive range of services from stock and design/build to layout, design, and spec-compliant solutions for lighting and controls. They are currently looking for a Technical Support Trainee who will play a significant role in product selection, delivery, and support. This position offers an excellent career path in a supportive and professional environment, along with benefits such as medical, dental, flexible schedule, paid time off, and a 401(k).

Job Responsibilities:

• Facilitate product selection and delivery
• Provide products and product support to customers
• Perform linear takeoffs
• Work with the quotes team
• Provide essential information to the team, clients, and suppliers
• Participate in formal and self-directed training
• Handle the steps and processes involved in sales, project development, estimating, and commissioning

Qualifications:

• Smart, self-directed and motivated
• Understanding of business culture and professionalism
• Mechanical/spatial aptitude, math skills
• Curious, with a habit of self-improvement and growth
• Strong attention to detail
• Well-developed written and verbal communication skills
• A degree is preferred but not necessary

If you are ready to take the next step in your career and become an expert in the commercial lighting industry, we encourage you to apply for this position.

About the Organization
Privately owned and with offices in the UK and Seattle and Dallas, our company is a certified provider of Event IT Services, Management and IT Support for over 20 years. We have experience working in over 70 countries worldwide, implementing all the latest and greatest technology to our clients. With a wealth of experience, we guide our clients through the obstacles of rapidly changing technology to provide an effective solution that meets their exact requirements.

Description

• Occasional event technical support at events around the country (2020: July in Las Vegas and the September in New Orleans)
• Physical labor - load-in, setup, tear down, and load out IT equipment
• Provide excellent customer service and teamwork
• Aptitude for applying logic to solve issues/problems, particularly technical/computer-related
• Work under the direction of management
• Continual onsite performance through self-motivation
• Develop and maintain professional standards of conduct
• Perform other duties as assigned

Position Requirements

• Excellent customer service, ability to work well in a team environment
• Basic computer/technical skills, and working knowledge of Microsoft Windows and Office Suite
• Ability to travel 1-3 weeks at a time, once or twice throughout the year
• Exhibit grammar and English skills necessary to respond in a professional manner to all business correspondence
• Well-organized, flexible, proactive, and have attention to detail
• Must be 21 years of age or older

Full-Time/Part-Time
Seasonal

Location
Bothell, WA

Pay Rate
$300 per day

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.

About Voltage Park's Customer Experience Team

Voltage Park is your enterprise AI factory. We offer scalable compute power, on-demand and reserved bare metal AI infrastructure using NVIDIA GPUs, with world-class service, performance, and value. Founded with the mission of making accessible AI computing for all, our flexible, affordable GPU solutions power everyone from builders to enterprises.

We're looking for a Technical Support Engineer to join our customer experience team. In this role, you'll take full command of high-impact incidents, lead real-time response efforts, and ensure clear communication internally and with customers directly. You'll be the person everyone counts on when something breaks.

As a Technical Support Engineer, you'll operate at the intersection of engineering, data center operations, and customers. You'll know how to work across engineering functions to get to resolution - fast. You're someone who can speak fluently to both C-suite and staff engineers, make customers feel heard, and push for the technical rigor needed to prevent repeat problems. You're decisive, unflinching in the face of ambiguity, and driven to own outcomes end-to-end.

This is an on-site role, and you must be available to work from our Redmond, WA or San Francisco offices.

What You'll Do

• Serve as Incident Commander during outages and service degradation, leading response efforts across engineering and customer experience
• Own technical incidents from detection to resolution, driving urgency and accountability
• Communicate clearly with internal stakeholders and customers, keeping everyone aligned and informed
• Help implement long-term solutions to issues uncovered by root cause analysis
• Develop tools, documentation, and processes to improve incident response and support quality
• Partner closely with customers to understand their business, leveraging this knowledge to provide a personalized, consistent experience
• Continuously look for ways to improve the support experience, both human and technical
• Maintain on-call availability for urgent incidents - you're ready to jump in when others need you most

Who You Are

• Calm and clear-headed in chaos - you take control, lead confidently, and don't get rattled
• A problem-solver who likes a challenge and refuses to be blocked
• Technically sharp & maximally curious - you spot subtle issues, ask questions, and can hold your own in conversations with at all levels - C-suite to engineers
• Customer centric - you enjoy working with customers and solving their complex issues
• Comfortable making decisions under pressure and holding others accountable when needed
• A team player who brings people together and communicates with clarity and empathy

Requirements

• Track record of managing customer escalations and technical comms across all levels, from execs to engineers
• Proven ability to deliver complex systems or projects from 0 to 1
• Willingness and ability to participate in weekend on-call rotation
• Experience running or supporting infrastructure at scale (cloud, bare metal, or both)
• 5+ years as a Senior Linux Systems Administrator, Infrastructure Support Engineer, or Data Center Operations Lead.
• Senior-level Linux system administration experience; able to operate confidently from the command line
• Scripting experience in Bash, Python, or JavaScript
• Experience diagnosing distributed training workloads and GPUs
• Familiarity with job schedulers like Slurm or Kubernetes

Bonus Points

• AI/ML infrastructure support experience - especially involving model training and orchestration
• Experience with cloud support, data center operations, or startup environments
• Strong documentation and process improvement skills
• Project management experience across technical and non-technical teams

Voltage Park is an equal opportunity employer and makes employment decisions on the basis of merit. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. If you require an accommodation during the job application process, please notify your recruiter.

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The BI Customer Support team at Microsoft is a group of dedicated, technology-oriented, customer obsessed professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction through connected customer experience. Our goal is to facilitate and accelerate the consumption of Microsoft BI technologies into the core operations of enterprises. We work at the forefront of innovation, ensuring smooth operation and optimization of BI solutions for a diverse range of client needs.

As a Technical Support Engineer, you deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

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

• Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

• Performs in-depth product troubleshooting and remediation when needed.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness

• Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks).

• Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement

• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.

• Identifies potential defects and escalates to more senior engineers to resolve.

• Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.

• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Other:

• Embody our culture and values

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience

• OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.

Other Requirements:

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.

This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.

Additional or Preferred Qualifications:

• Demonstrated the ability to conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer-facing role within the technology sector.

• Thriving in a fast-paced, high-volume environment. You are very resourceful and great at prioritizing multiple demands, knowing when and how to prioritize tasks.

• Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Microsoft Excel would be beneficial.

• Good understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services. Underlying awareness of SQL Server, or any other Database Management system like Oracle or SAP

• Basic network troubleshooting skills. Experience gained or conceptual knowledge of Microsoft Azure/ AWS Cloud architecture or any Cloud SaaS experience.

• Team-wide shift rotations to cover business (TB1.1)needs, including "on-call" responsibilities and weekend work.

• Support experience delivering IT Application support or services.

• Some understanding or awareness of Office 365/ Windows Administration, SharePoint, Dynamics CRM, or the .NET Framework would be helpful.Understanding of DNS (Domain Name System) principles and protocols.

• A solid grasp of HTTP (Hypertext Transfer Protocol) principles and its various methods (GET, POST, PUT, DELETE, etc.)

Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $68,300 - $37,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD 93,200 - 151,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Microsoft will accept applications for the role until Oct 9 , 2025.

#CES #CSS #DTP #DataAI

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 ( .

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
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**
+ Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
+ Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
+ Performs in-depth product troubleshooting and remediation when needed.
+ Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
**Readiness**
+ Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks).
+ Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.
**Product/Process Improvement**
+ Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
+ Identifies potential defects and escalates to more senior engineers to resolve.
+ Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
+ Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
+ Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
**Other:**
+ Embody our culture and values
**Qualifications**
**Required Qualifications:**
+ Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
+ OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
**CyberDefender Mindset:** A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats-shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.
**Other Requirements:**
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.
This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.
**Additional or Preferred Qualifications:**
+ Pacific Time Zone based & working hours
+ CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
+ Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
+ Ability to effectively communicate with customer managers and executives on technical and business issues.
+ Organization, time management, project management, and negotiation skills.
+ 3+ years of experience providing support for enterprise level premier customers.Messaging Protection:
+ Experience or strong working knowledge of FP/RN, phishing and antimalware.
+ 2+ years of experience with Exchange or Office 365 (Exchange Online).
+ Preference will be given to candidates with exposure to email threat protection technologies such as phishing and malware detection,
+ spam filtering, and impersonation detection.
+ Familiarity with Microsoft Defender for Office 365 features - including Safe Links, Safe Attachments, and quarantine policies - is considered an asset.
+ An understanding of mail flow, anti-spam/anti-phish policies, and the ability to interpret message headers to investigate spam or phish messages will be beneficial in this role.
Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $68,300 - $37,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD 93,200 - 151,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: will accept applications for the role until Oct 7, 2025.
#CES #CSS #SCIM #CyberDefender
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 ( .

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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.
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:**
+ Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
+ Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
+ Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
+ Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
**Readiness:**
+ Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics.
**Product/Process Improvement:**
+ Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
+ Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
+ Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
+ Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
+ Translates feedback and creates processes and workflows for case resolution.
**Business Integration:**
+ Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
**Other:**
+ Embody our culture and values
**Qualifications**
**Required Qualifications:**
+ Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
+ OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
**Other Requirements:**
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.
This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.
**Additional or Preferred Qualifications:**
+ Microsoft Technology Certifications
+ Experience in Cybersecurity , technical consulting experience, or information technology.
+ Endpoint protection
+ Experience with Linux, Mac and Windows Operating Systems
Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $85,100 - $69,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD 112,000 - 185,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: will accept applications for the role until Oct 4th, 2025.
#CES #CSS #SCIM
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 ( .