Microsoft Senior Support Engineer - Developer Messaging 

Costa Rica, San José 

207212808

With overis responsible for

Support Engineers (

The strong suit of a Sr. SE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solvehighly complextechnical issues requiring expertor service knowledge. They act asa subjectemail development, debuggingand will often employ sophisticated troubleshooting tools such as analysis of event logs,

Required/Minimum Qualifications

• + years technical support, technical consulting experience, or information technology experience
  • ORBachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.

• 3+ years' experience and knowledge of designing, writing,debuggingand troubleshooting Windows desktop and web applications in C# orVB.Net.

• History ofproficientcustomer service, communication, problem-solving, interpersonalskillsand teamwork.

• Business level fluency to read, write and speak English.

Additional or Preferred Qualifications

• Microsoft Technology Certifications.

• Experience writing code that works against Exchange and Outlook is desired

• 3+ year experience applying a logical and methodical approach for problem solving.

• accurateand logical problem solving, and communication skills, plus the ability to work in a team environment.

• Any Prior knowledge of messaging APIs and protocols in the following areas is desirable: Exchange Web Services (EWS), Outlook Object Model, Outlook forms development, Extended MAPI, CDOSYS,System.Net.Mail

• VB.Net) andJavascript.  Knowledge of unmanaged C++ highly desired.

• Working knowledge of troubleshooting tools includingSysinternals, Performance Monitor, Fiddler,Netmon,NetStat,Tracertetc.

• Windows Server concepts and administration (Active Directory, Group Policy Management, Networking)

• Crash dump analysis using Visual Studio or the Windows Debugger (windbg.exe)

• General experienceIIS including application pools, authentication settings and configuration requirement for use with Exchange server.

• General understanding of Active Directory as itimpactsExchange Server.

• General understanding of SMTP transport and Exchange Transport a plus.

• Reliable understanding of client/server, networking, and Internet technologies fundamentals.
• Business level fluency to read, write and speak Spanish and Portuguese

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.

Response and Resolution

• the issue.

• ,orrepeatablecases.Escalatespolitically chargedcases. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-basedarticles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problemtoproactively resolve potential issues in the future.

• Performs complexAPI, protocolandproduct troubleshooting and remediation when needed.

• 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.

Product/Process Improvement

• appropriate stakeholders

• identify

• Embody ourand