1444 Philips jobs in Bothell

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 11th, 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 ( .

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: 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 ( .

**Role Overview**
This role is primarily focused on Biomedical Testing, providing technical support for biomed engineers testing medical devices in hospital and lab environments. The Technical Support Engineer will troubleshoot, test, evaluate and support the users of medical device testers while supporting R&D, Product Management, and customer training initiatives. The Biomed engineer should provide expert assistance on hardware, software ensuring optimal performance and user satisfaction.
**Primary Responsibilities**
+ Diagnose, troubleshoot, and resolve hardware and software issues related to medical device testers in Fluke Biomedical labs.
+ Execute hands-on testing, debugging, and evaluation of medical device testers together with infusion pumps, ventilators, defibrillators, electrical surgery units, etc.
+ Maintain lab equipment, perform regular calibrations, and ensure compliance with safety and regulatory standards.
+ Provide biomedical/technical Support via tickets, emails, and phone.
+ Support service & calibration, production teams, customer service, and quality engineers.
+ Collaborate with R&D teams during early-stage development for HW/SW testing.
+ Provide feedback to Product Management on device performance and usability.
+ Document testing, debugging, and testing results accurately (DMVM sheets, procedural documents, reports).
+ Support with training to channel partners and customers on device usage and best practices.
+ Handle customer complaints related to device performance, collaborating with quality teams.
+ Support hospital-based testing scenarios and field evaluations as required.
**Basic Requirements**
+ Bachelor's degree in biomedical engineering or equivalent
+ A few years of Biomedical testing experience in a hospital or equal setting
+ Proficiency with Biomedical devices and medical device testing
+ Proficiency in reading, interpreting, and applying service manuals and technical documentation for medical devices
+ Proficiency with computers, operating systems, software, and hardware troubleshooting
+ Basic knowledge in ISO standards and compliance (ANSI/AAMI ES-1, IEC62353, IEC60601-1, AS/NZS 3551)
+ Experience within product testing, calibration, or metrology within healthcare and radiation testing
+ Ability to read and interpret technical manuals, schematics, and technical documents
+ Familiarity with CRM or ticketing systems (preferred Zendesk)
+ Strong problem solving, analytical, oral, and written communication skills
+ Must be fluent in English; Spanish proficiency is a plus
+ Good knowledge in Microsoft Office
+ Ability to work independently while collaborating with peers and other professionals
+ A good and flexible team player
**Fortive Corporation Overview**
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
**About Fluke Health Solutions**
Comprised of four industry leaders-Fluke Biomedical, LANDAUER, RaySafe, and Victoreen - Fluke Health Solutions (FHS) leads the biomedical and radiation detection markets with innovative products and services that help keep customers, patients, and clients safe.
Fluke Biomedical leads the world in manufacturing biomedical test equipment like defibrillator analyzers and digital pressure meters. LANDAUER measures radiation exposure with dosimeter and radiation monitoring badges. RaySafe is the worldwide leader of X-ray test equipment, real-time staff dosimetry, and radiation survey meters. And Victoreen instruments are the trusted source for radiation monitoring systems and quality assurance for nuclear power professionals.
At FHS, we believe in your potential - your ability to learn, grow and contribute in meaningful ways. And we believe in giving you the opportunity, accountability, and visibility to do just that.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at
**Bonus or Equity**
This position is also eligible for bonus as part of the total compensation package.
**Pay Range**
The salary range for this position (in local currency) is 56,900.00 - 105,700.00
This position is also eligible for bonus as part of the total compensation package.
The salary range for this position (in local currency) is 56,900.00 - 105,700.00
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at

Our client is seeking a motivated Technical Support Lead to join their growing team. This hybrid role, based in Seattle, Washington, US , will be instrumental in providing exceptional technical assistance and leadership to the support department. You will be responsible for managing a team of technical support specialists, ensuring timely and effective resolution of customer issues across multiple platforms. The ideal candidate will possess a deep understanding of IT systems, troubleshooting methodologies, and customer service best practices. Your duties will include handling escalated technical problems, developing support documentation and knowledge bases, and identifying areas for process improvement. You will collaborate with engineering and product teams to communicate customer feedback and drive product enhancements. Experience with helpdesk software, remote support tools, and strong analytical skills are essential. This position requires excellent leadership, communication, and problem-solving abilities, with a passion for delivering outstanding customer experiences. The ability to mentor and guide a technical team while maintaining a high level of customer satisfaction is paramount.

Our client is seeking a dynamic and experienced Technical Support Lead to manage and elevate their customer support operations. This is a fully remote position, offering the chance to lead a dedicated team of support professionals from anywhere in the US. The ideal candidate will have a strong background in technical troubleshooting, customer service best practices, and team leadership, preferably within the software or technology industry. You will be responsible for overseeing the helpdesk function, ensuring timely and effective resolution of customer issues, and implementing strategies to improve customer satisfaction and support efficiency. This role requires exceptional communication skills, a proactive approach to problem-solving, and the ability to motivate and guide a remote team.

Key Responsibilities:

• Lead, mentor, and manage a team of technical support specialists, fostering a positive and productive remote work environment.
• Oversee daily helpdesk operations, ensuring prompt and efficient resolution of customer inquiries and technical issues via various channels (phone, email, chat).
• Develop and implement support strategies to improve customer satisfaction, reduce response times, and enhance first-contact resolution rates.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Analyze support metrics and identify trends to proactively address recurring issues and recommend product improvements.
• Train new support staff on company products, support procedures, and best practices.
• Escalate complex technical issues to appropriate engineering or development teams and ensure timely follow-up.
• Manage support tickets and ensure accurate documentation of all interactions and resolutions.
• Participate in product development discussions to provide customer feedback and insights.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or helpdesk roles, with at least 2 years in a lead or supervisory capacity.
• Proven experience managing a remote support team.
• In-depth knowledge of customer support software, ticketing systems (e.g., Zendesk, Jira Service Management), and remote collaboration tools.
• Strong technical aptitude with the ability to troubleshoot software and hardware issues effectively.
• Excellent problem-solving, analytical, and communication skills.
• Demonstrated ability to train, mentor, and motivate team members.
• Customer-centric mindset with a passion for delivering exceptional service.

This role is a fantastic opportunity to lead a critical function for a growing company, offering significant autonomy and impact. The position is based remotely, serving clients in Seattle, Washington, US .

We are seeking an experienced and dedicated Technical Support Lead to spearhead our customer service and helpdesk operations. This is a fully remote position, allowing you to contribute your expertise from anywhere in the US. You will be responsible for managing the day-to-day operations of the technical support team, ensuring timely and effective resolution of customer issues, and driving continuous improvement in our support processes. The ideal candidate possesses exceptional leadership skills, a deep understanding of technical support methodologies, and a passion for delivering outstanding customer experiences. You will play a crucial role in mentoring support staff, developing knowledge base resources, and collaborating with engineering and product teams to address recurring technical challenges.

Key Responsibilities:

• Lead, manage, and mentor a team of technical support specialists, fostering a culture of excellence and continuous learning.
• Oversee the daily operations of the helpdesk, ensuring prompt and efficient resolution of customer tickets and inquiries.
• Develop and implement support strategies and best practices to enhance customer satisfaction and reduce response times.
• Monitor key performance indicators (KPIs) for the support team, such as first-call resolution rates, customer satisfaction scores, and ticket volume.
• Create and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
• Train support staff on new products, features, and support procedures.
• Act as a point of escalation for complex technical issues, providing advanced troubleshooting and support.
• Collaborate with product management and engineering teams to identify and address root causes of technical problems and advocate for product improvements.
• Manage support tools and technologies, ensuring they are optimized for team efficiency.
• Contribute to the development and execution of customer success initiatives.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support or helpdesk operations, with at least 2 years in a lead or supervisory role.
• Proven ability to manage and motivate a team of support professionals.
• Strong understanding of ITIL frameworks and best practices for service management.
• Excellent troubleshooting and problem-solving skills.
• Proficiency with helpdesk software (e.g., Zendesk, ServiceNow) and remote support tools.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to work independently and effectively manage time in a remote environment.
• Experience in creating and managing knowledge base content.
• Certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

This fully remote role offers a fantastic opportunity to lead a critical function and make a significant impact on customer satisfaction from anywhere within the US, contributing to our goals in the Seattle, Washington, US technology ecosystem.

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.

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.
For the Principal Technical Support Advisor role, we are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the technical community, support staff, and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical Subject Matter Expert (SME).
Foundational to our team culture is a 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. This role will lead with a CyberDefender Mindset and inspire this in others.
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**
**Technical Leadership & Innovation**
+ Serve as the technical lead for the SCIM Security & Compliance technical community
+ Create consistency and alignment of the TA role scope, responsibility, and development
+ Envision and lead the creation of Agentic AI autonomous and semi-autonomous systems that enhance the support provided by the technical community
+ Help build a principal technical leadership community across CSS to advise on top technical and business challenges seen across our businesses (SFI, tooling, talent development, etc.).
+ Be the technical advisory leadership bridge between CSS and MSEC in partnership with Supportability
+ Readiness Development: Plan strategies, prepare materials, and conduct gap analysis at a global level to develop readiness plans for delivery teams. Create resources for support readiness and coordinate with Release Excellence on release management plans.
+ Managing Collaboration Activities: Handle complex escalated problems, partner with product teams to drive fixes, and identify trends in customer feedback for future product enhancements.
+ Supportability Activities: Manage high-impact escalated problems, driving fixes to product development, and improvements to operational processes.
+ Process Improvement: Refine processes by partnering with senior leadership across global teams, lead efforts to improve diagnostic data logging, and facilitate communication between engineering and support teams. Serve as an early warning system and put plans in place to mitigate issues and proactively drive solutions.
**Customer Engagement**
+ Lead or participate in case triage meetings to share knowledge and develop solutions for highly complex or high-priority customer issues.
+ Provide thought leadership in customer and partner engagements, influencing strategy and outcomes.
+ Engage in high-visibility and high-stakes escalations with customers, with the ability to engage at the C-suite level.
+ Case Management (Delivery Excellence): Demonstrate expert problem-solving, case management, and customer service skills. Strategize technical triages and provide actionable feedback to key partners and stakeholders.
**Other**
+ Embody our culture and values
**Qualifications**
**Required Qualifications:**
+ Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 8+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience
+ OR 11+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience
+ OR equivalent experience.
+ 8+ years of prior product, customer support and/or technical support 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.
**Additional or Preferred Qualifications:**
+ Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 15+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience OR 18+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience OR equivalent experience.
+ 10+ years prior product, customer support and/or technical support experience.Microsoft Certified: Security, Compliance, and Identity Fundamentals certification (SC-900).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.
+ Comprehensive understanding of Microsoft Threat Protection and Data Security, with deep knowledge of at least one MSEC technology under Security & Compliance.
+ Ability to influence senior stakeholders up to the CVP level by advocating for product and business improvements on the customer's behalf
+ Additional certifications such as CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
+ Cybersecurity Architect Expert certification (SC-100)
Technical Support Advisory IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $77,200 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 165,600 - 303,600 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 October, 16, 2025.
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 ( .

Senior Technical Support Engineer
Job Category: Client Support
Location: US - Colorado - Remote | US - California - Remote | US - Nevada - Remote | US - Washington - Remote | US - Montana - Remote | US - Utah - Remote | US - Arizona - Remote
**Meet Our Team:**
We are the face of Pega. Our aim is to provide world-class technical support and strategic guidance on Pegasystems' Products and Applications, with a focus on its security-ensuring our clients' platforms remain resilient, compliant, and secure. You will collaborate with top-tier colleagues and global customers to solve complex challenges and drive meaningful outcomes.
**_Due to the nature of work with FedRamp, US Citizenship is required_**
**Picture Yourself at Pega:**
In this Senior Technical Support Engineer role, you will engage with senior-level stakeholders, supporting security aspects of our SaaS products and applications. You will be a trusted advisor, helping clients to navigate authentication, authorization, encryption, and vulnerability mitigation across their enterprise deployments.
**What You'll Do at Pega:**
+ Provide expert-level support for Pega's security applications and frameworks
+ Drive support cases to timely and quality clarification and subsequent resolution in Pega.
+ Collaborate with Services and Engineering teams while also ensuring timely and regular customer updates by owning issues.
+ Collaborate with global teams to remove impediments/blockers to keep issue investigations moving forward to meet established deadlines.
+ Establish priorities and communicate rationale and timeframe clearly to clients.
+ Work proactively on issues to avoid escalations by meeting Pega's service level agreement.
+ Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product suite.
+ Be a subject matter expert in product functionality and use to drive client-based solutions.
+ Contribute to ideas and suggestions for Process/Product improvement.
+ Flexibility to work in staggered shifts, including weekend coverage as per business needs.
**Who You Are:**
+ An experienced technical expert with enterprise product support or development experience, a focus on security is ideal
+ Skilled in diagnosing complex SaaS application issues and proposing scalable, secure solutions
+ Demonstrated customer-facing skills including expectation management, communication skills, information management.
+ Participate actively by self-learning and knowledge sharing with the team in new technology developments related Pegasystems product suite
+ Preferably living in West Coast/Mountain/Central locations for this remote position.
**What You've Accomplished:**
+ Experience with Authentication and Authorization mechanisms, including the use of standards like OAuth2, SAML, and OIDC.
+ Working knowledge of Security Policies such as CSP, CSRF, and CORS
+ Solid understanding of Security Operations including data encryption, JWT's, Token Management, Keys and Certificate Management
+ Experience with OWASP Top 10 Vulnerabilities, analyzing vulnerability reports and solutions to mitigate (e.g. XSS, HTML Injection, etc.)
+ Bachelor's or Master's degree in Computer Science, Computer/Electronic Engineering, or a related field of study are preferred
+ 5+ years of experience in enterprise product support; development or troubleshooting capacity in Java/J2EE
**Pega Offers You:**
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2
Job ID: 2229
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.