Technical Support Engineering IC5

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.

Interested in being on the cutting edge of AI Cloud Services? Then come join Microsoft as an Embedded Escalation Engineer (EEE) working with AI technologies. 

As EEE, you will be part of AI engineering team within support to be “the” differentiator in the marketplace and need the best and brightest to take our AI solutions to the next level.

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

• Response and Resolution: You own, investigate, and solve highly complex customer technical issues and serve as a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (e.g., debugging).
• 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 highly complex customer issues, through training and readiness.
• Product/Process Improvement: You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.
• Business Integration: You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.

Qualifications

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience
o OR 7+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

Language Qualification
English Language: confident in reading, writing and speaking.

Preferred Qualifications: 
3+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.

2+ years of experience in one or more of the following:

Deep understanding of Cloud services (Preferably Azure), (Experience with other cloud service like AWS is also a plus)

Microsoft Azure architecture and its components (Compute, Storage, Networking, Kubernetes, Management Portal)

Familiarity with development: tools, language, process, methods, troubleshooting

Experience with AI solutions and services.

Experience with Open Source Ai and ML technology preferred.

Familiarity with Generative AI, LLM/ SLM and prompt engineering.

Development/Coding:

Experience with C#, Python, KQL, .NET, R, PowerShell, CLI

Service engineering and/or DevOps/ MLOPs experience at internet scale involving user data and/or software development for an enterprise level product.

Experience with workflow automation tools like Power automate, Azure automation etc.

Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

Experience in a Tier 2/3 environment is preferred

BS in computer science or engineering or equivalent industry experience is preferred.

Proven skills with Azure Fundamental Certification az-900, Azure AI Certification ai-900, Azure Networking Certification az-700

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.