Microsoft Technical Support Engineer Taiwan, Taoyuan City 51727779
How your day looks like as a Support Engineer - Key responsibilities:
• Demonstrate readiness to assume responsibility for new cases and escalations as they arise.
• Define customer issues and support boundaries by gathering all pertinent information.
• Conduct thorough investigations using independent research, diagnostics, AI-powered troubleshooting tools, scenario-based guides, collaboration with Subject Matter Experts, and coordination with other support teams and Product Groups when necessary.
• Collaborate effectively with peers globally, transferring cases as needed to ensure seamless support.
• Escalate matters to management appropriately, serving as an internal advocate for the customer and ensuring timely updates.
• Adhere to Service Level Agreements (SLAs), consistently striving for the highest levels of customer satisfaction through accurate expectation setting and fulfillment of commitments.
• Document technical research and solutions comprehensively and accurately.
• Proactively monitor customer satisfaction, addressing potential concerns before they escalate into issues.
• Participate in or facilitate ramp-up activities, knowledge sharing, technical coaching, and mentoring programs.
• Lead or contribute to the development of peer communities, catering to specific workloads or areas of expertise.
Ability to handle high pressure situations well – you maintain calm and composure on stressful situations.
Required/minimum 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.
- Flexibility with shift changes based on business needs and available to work on a rotating on-call schedule, including evenings and weekends.
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 Technology Certifications.
- Experience with enterprise Teams Phone/hybrid deployments.
- Understanding of compliance and privacy in support.
- Familiarity with support automation and AI diagnostics.
- Basic knowledge of networking, web tech, authentication, and scripting.
- Troubleshooting on Windows, MacOS, Android, iOS.
- Skilled in analyzing server logs, network traces, Fiddler, or HAR logs.
- Strong troubleshooting skills in Microsoft Teams, Exchange Online, SharePoint, and/or related M365 services.
- Familiarity with diagnostic tools, logs, and incident management platforms (e.g., DfM, IcM) is a plus.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
- Fluent in Brazilian Portuguese, and/or French.
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 July 30, 2025.
- Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
- 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.
- 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.
- 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.
Other
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