Overview

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 50% 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.

 

Qualifications

Required Qualifications

  • 3+ years of experience in web application development or technical support and proven expertise in customer-facing roles.
  • Adept at troubleshooting and resolving complex technical issues within a team environment, and comfortable with ambiguity and changes.
  • Strong understanding of programming, application development, and debugging experience with languages such as ASP.NET, .NET, .NET Core and C++/Java.
  • Experience in web application development or web server management experience on one or more of the following: Windows, IIS, Tomcat, NginX.
  • Knowledge of HTML, Javascript, and CSS.
  • Knowledge of HTTP, FTP, TCP/IP, DNS, DHCP, SSL.
  • Ability to learn new technology at a rapid pace.

 

Preferred Qualifications

  • Familiar with packet sniffers: Fiddler or Process Monitor or Network Monitor/WireShark
  • Experience with Open-Source Web technologies
  • Knowledge and experience with cloud services (Azure/AWS)

 

Language Qualification

  • Korean Language: native level fluency in reading, writing and speaking
  • English Language: professional level fluency in reading, writing and speaking

 

Responsibilities

  • Support products including but not limited to Browsers, WebApp, and Azure AppService.
  • Be responsible for the customer support experience with Microsoft.
  • Review, investigate, and solve customer technical issues by collaborating within and across teams and leveraging troubleshooting tools and best practices.
  • Participate in communities with peer delivery roles.
  • Develop specific technical and professional proficiency to understand and resolve customer issues, through training and readiness.
  • Perform assigned tasks based on organizational needs.

 

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.

 

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.