Technical Support Engineer (Data and AI Intelligent Platform)

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.

Join Microsoft Azure AI support team and unlock your potential in the AI world!

This team 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. As part of our team, you'll gain a technical advantage by working with the most popular and latest technologies in the field of Azure OpenAI, Azure AI Foundry, Azure Machine Learning and other Azure AI services. Our comprehensive product ecosystem enables you to understand and help Microsoft customers all around the world to generate significant value from data and Artificial Intelligence.

As the Technical Support Engineer, you will serve as frontline technical resources for Microsoft Intelligent Platform’s customers and partners via phone, email or web, with a target of outstanding customer experience. Your day to day job will be about being service oriented professional and an excellent communicator. As a trusted advisor, you will own and manage the customer experience from problem identification to full resolution. You will also collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

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.

Responsibilities

Roles and Responsibilities

• Ownership of the Customer Support Experience: Act as a technical focal point in cooperative relationships with Microsoft’s world-wise customers, providing timely, accurate, and effective solutions for their issues.
• Ownership of the Resolution for Customer’s issues: Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code. Consult and collaborate with your peers or escalations around the world and with management and engineering to resolve customer’s issues.
• Customer Advocacy: Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
• Product/process Improvement: Document the technical work, act as a bridge to our internal development organizations, advocating for product enhancements that can alleviate customer pain points and improve their overall experience with our products. Adopt to new support processes and feedback for improvement.
• Teamwork: Collaborate with global teams; Team-wide shift rotations to cover business needs, including morning shifts, weekend shifts and public holiday shifts if needed (still the service is 8 staffed hours a day, 5 days a week within each product’s shift requirement).

Qualifications

Required Qualifications:

Education / Experience Requirement

• The ideal candidate will have a BS or MS Degree in computer science, IT services, or the equivalent in work experience.
• Working experience for more than 6 months is a plus.

Language Requirement":

• Proficiency in reading, writing, and speaking in English.
• Mandarin is a plus.

Professional Requirements:

• Passionate for customer-facing tasks, and patient for helping others
• Passionate for new AI technologies with excellent learning ability.
• Proven technical problem solving and troubleshooting skills, with the ability to understand and summarize the problem quickly.
• Strong interpersonal and communication skills.
• Ability to work independently with minimal management supervision and raise risk/asks actively and efficiently.

Technical Requirements:

Proficiency and experience with areas below:

• Familiar with at least one of these programming languages: Python, JavaScript, C#, Java, R, C++
• Basic knowledge for networking, and popular cloud concepts like docker, computer clusters, Kubernetes, RESTful API, etc
• Any work experience in one of these technologies: AI, OpenAI, Machine Learning
• Network, Security knowledge, experience for Azure products mentioned above, is a plus.
• Customer technical support experience is a plus.
  

Embrace the opportunity to learn, innovate, and be at the forefront of technological advancements, while contributing to the creation of transformative solutions. Join us today and empower yourself with the knowledge and skills to shape the future of Data and AI.

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.