Technical Support Engineer (Windows Performance)

Technical Support Engineer (Windows Performance)

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Job Description

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft's commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening 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.

Response and Resolution
. You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
. You participate in communities with peer delivery roles.
. You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
Product/Process Improvement
. You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

Your Responsibilities:
. Responsible for the customer support experience with Microsoft
. Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
. Identify cases that require escalation (either technically or strategically)
. Create and maintain incident management requests to product group or engineering group
. Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience
. Participate in building communities with peer delivery roles may be workload or specialty specific. Knowledge sharing, technical coaching
. Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)

required skill & experiences:
. fluent in english, and any other european languages beneficial
. troubleshooting performance issues using perfmon and other tools
. application installation and management
. troubleshooting hangs and crashes in windows
. registry
. event logs and auditing
. performance, resource monitor
. networking (tcp, ip)

experience in one or more of these areas desirable:
. windows activation, licensing
. remote desktop services configuration and management
. clustering
. server management tools
. hyper-v management and vm deployment
. file storage

About Microsoft

Microsoft Corporation, commonly known as Microsoft, is an American multinational technology corporation which produces computer software, consumer electronics, personal computers, and related services headquarted at the Microsoft Redmond campus located in Redmond, Washington, United States.

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