97 Ofertas de Microsoft Office Specialist en Costa Rica

Introduction
We are looking for an early-career professional to join our QRadar Support team (Charlie squad), focused on
performance-related challenges
. In this role, you'll work directly with clients to troubleshoot complex issues involving the event pipeline, system performance, EPS (events per second), and rules processing. This position is highly technical and requires strong problem-solving skills, attention to detail, and the ability to investigate system bottlenecks and the curiosity to dive deeper as you grow in the role.

Your Role And Responsibilities

• Serve as a primary point of contact for clients experiencing performance-related issues in QRadar
• Investigate and resolve problems with the event pipeline, EPS rates, and rule performance
• Analyze system metrics, logs, and configurations to identify bottlenecks or inefficiencies
• Provide clear, step-by-step technical guidance to clients in English (written and verbal)
• Collaborate with other squads, development, and operations teams on complex or escalated issues
• Document troubleshooting steps and contribute to knowledge base articles to improve team efficiency
• Participate in an on-call rotation or high-priority case management when required
• Continuously build expertise in QRadar and performance tuning best practices

Preferred Education
Bachelor's Degree

Required Technical And Professional Expertise

• Intermediate Linux knowledge : navigating CLI, reading logs, monitoring processes, and troubleshooting performance issues
• Experience troubleshooting software or infrastructure performance issues (e.g., CPU, memory, I/O bottlenecks, network impact)
• Understanding of networking fundamentals (TCP/IP, ports, connectivity, DNS)
• Analytical mindset with ability to investigate complex system behavior and interpret logs/metrics
• Experience in a customer-facing technical support role or equivalent troubleshooting environment
• Excellent communication skills in English (written and spoken)
• Ability to stay calm under pressure and work through high-priority client issues

Preferred Technical And Professional Experience

• Familiarity with SIEM performance concepts: EPS (Events Per Second), event pipeline, rules performance
• Exposure to other SIEM platforms (e.g., Splunk, ArcSight, LogRhythm) or log management tools
• Experience using monitoring or profiling tools (top, iostat, vmstat, nmon, etc.)
• Knowledge of QRadar architecture or other enterprise-scale systems
• Understanding of rules engines or workload optimization concepts
• Basic scripting (Bash or Python) for troubleshooting and automation

Job Title:

Microsoft Office Apps Customer Engineer

Job Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world's best brands, today and into the future. We're solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we're the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Catalyst team is the driving force behind Concentrix's transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

We are seeking a highly skilled and experienced Microsoft Customer Engineer specializing in Microsoft Office Suite / Microsoft 365 Apps for Enterprise. The ideal candidate will help customers empower their employees, maximize employee productivity and drive success and seamless operation of Microsoft Teams to our customers. This role is customer-facing and requires excellent communication skills, both verbal and written, to interact with technical, non-technical and leadership contacts at customers.

Responsibilities:

• Provide technical support for Office Apps, including Word, Excel, PowerPoint, Outlook, and Teams.
• Diagnose and resolve technical issues related to Office Apps, both remotely and on-site.
• Assist users with installation, configuration, and troubleshooting of Office Apps.
• Collaborate with other IT team members to ensure seamless integration and functionality of Office Apps within the organization's IT infrastructure.
• Stay up to date with the latest updates and features of Office Apps and guide customers with recommendations for their implementation.

Qualifications:

• BA/BS (or higher) in Information Technology, or a related field or equivalent experience.
• Strong understanding of Office 365 and its administration.
• Deep technical knowledge of Microsoft 365 Apps features, and functionalities.
• Experience and knowledge deploying, administering and troubleshooting Office Suites and/or Microsoft 365 Apps for Enterprise.
• Microsoft 365 Apps for Enterprise deployment best practices.
• Knowledge and experience with integration of Microsoft 365 Apps for Enterprise integration with Office Online Server.
• Experience with SharePoint and OneDrive.
• Knowledge of scripting languages such as PowerShell.
• Knowledge of Windows operating systems and basic networking concepts.
• Experience and knowledge around VBA to guide customers in the use of Macros and VBA programming to automate or create repetitive tasks, extending actions, and integration and interaction between Office Apps.
• Strong knowledge of Office Scripts and ability to guide customers to the proper use, best practices and benefits.
• Knowledge to guide users to implement the best solutions and approach to moving around from legacy solutions.
• 5+ years experience with customer facing roles in systems architecture, administration, operations, software support, and IT consulting, with a focus on Microsoft Teams or similar collaboration platforms.
• Experience in conducting technical workshops, training sessions, and webinars to educate customers on the best practices and new features of Microsoft 365 Apps for Enterprise.
• Advanced analytical, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills.
• Proven experience in a customer-facing role, demonstrating excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to providing high-quality support.

Optional Skills:

• Advanced networking skills with DNS, firewall, load balancing, etc.
• Knowledge of scripting languages such as PowerShell.
• Familiarity with ITIL best practices for IT service management.
• Advanced knowledge of Office Scripts.

Relevant Certifications:

• Microsoft 365 Certified: Fundamentals.
• Microsoft Office Specialist: Associate Microsoft Word (Microsoft 365 Apps).
• Microsoft Office Specialist: Associate Microsoft Excel (Microsoft 365 Apps).
• Microsoft Office Specialist: Associate Microsoft PowerPoint (Microsoft 365 Apps).

Location:

MEX Work-at-Home

Language Requirements:

Time Type:

Full time

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R

Job Title: Tech Support Specialist

Position Type: Full-Time, Remote

Working Hours: U.S. client business hours (with flexibility for shifts, weekends, or on-call rotation depending on SLA requirements)

About the Role:

Our client is seeking a Tech Support Specialist to provide timely, effective technical assistance to customers and internal users. This role involves troubleshooting hardware, software, or SaaS issues, resolving tickets, and escalating complex cases to higher-tier teams. The Tech Support Specialist ensures customers feel supported and that technical issues are resolved quickly, accurately, and professionally.

Responsibilities:

Customer Support & Troubleshooting:

• Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
• Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors).
• Provide step-by-step guidance to customers in non-technical language.

Issue Escalation:

• Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams.
• Document troubleshooting steps before handoff to minimize duplication of work.

System Administration (Basic):

• Perform account provisioning, access permissions, and system resets.
• Support onboarding/offboarding processes for internal users.

Documentation & Knowledge Base:

• Create and update internal support documentation and FAQs.
• Document recurring issues and solutions to improve resolution speed.

Monitoring & Alerts:

• Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively.
• Report trends and recurring problems to leadership for root cause analysis.

Collaboration:

• Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests.
• Share customer insights to improve product functionality.

What Makes You a Perfect Fit:

• Clear, empathetic communicator with strong problem-solving skills.
• Comfortable working across multiple systems and tools simultaneously.
• Calm and professional under pressure, especially with frustrated customers.
• Detail-oriented with strong documentation habits.

Required Experience & Skills (Minimum):

• 1–2 years technical support, IT helpdesk, or customer-facing troubleshooting.
• Experience with ticketing systems (Zendesk, Jira, ServiceNow).
• Familiarity with SaaS applications, networking basics, or operating systems (Windows, macOS, Linux).
• Strong written and verbal English skills.

Ideal Experience & Skills:

• CompTIA A+, Network+, or equivalent certifications.
• Experience supporting APIs, integrations, or SaaS platforms.
• Exposure to monitoring tools (Datadog, Splunk, New Relic).
• Industry experience in SaaS, IT services, or hardware support.

What Does a Typical Day Look Like?

A Tech Support Specialist's day revolves around resolving technical issues and ensuring customers remain productive. You will:

• Start by checking ticket queues, prioritizing urgent SLA-bound issues.
• Respond to support tickets and calls, troubleshooting step by step and documenting your process.
• Escalate complex issues to Tier 2/3 support, ensuring detailed notes are logged.
• Update FAQs and knowledge base articles as recurring issues are identified.
• Collaborate with product and engineering teams to flag bugs or provide feedback.
• Wrap up by reviewing metrics (ticket resolution times, backlog) and planning improvements.

In essence: you are the first line of defense for technical problems, ensuring issues are resolved efficiently while keeping customers confident and informed.

Key Metrics for Success (KPIs):

• First Response Time (FRT) within SLA.
• Average Resolution Time (ART) reduced over time.
• First Contact Resolution (FCR) rate ≥ 70–80%.
• CSAT score ≥ 90%.
• Knowledge base updated regularly with recurring solutions.

Interview Process:

1. Initial Phone Screen
2. Video Interview with Pavago Recruiter
3. Practical Task (e.g., resolve 2–3 simulated support tickets or walk through a troubleshooting case)
4. Client Interview with Support/Engineering Leadership
5. Offer & Background Verification

Objetivo del puesto:

Brindar soporte técnico oportuno y de alta calidad a los usuarios de la región, garantizando la continuidad operativa de los sistemas, equipos y plataformas tecnológicas de la organización. Asegurar la resolución eficiente de incidencias, la implementación de soluciones preventivas y la estandarización de buenas prácticas de soporte en todos los países donde la empresa tiene presencia.

Nivel académico:

• Bachillerato universitario en Ingeniería en sistemas o Técnico Especializado en área a fin.

Experiencia:

• 3-4 años de experiencia comprobable en puestos similares.
• Experiencia comprobada en instalación, configuración y actualización de software y drivers.
• Conocimiento intermedio/avanzado en sistemas operativos Windows (10/11) y Windows Server.
• Manejo de Active Directory: creación y administración de usuarios, grupos, políticas de seguridad y dispositivos.
• Experiencia en resolución de incidencias de hardware y software tanto de manera remota como presencial.
• Conocimientos en redes LAN/WAN, direccionamiento IP, VPN, DNS, DHCP y conectividad de red.
• Gestión y soporte de infraestructura de TI: parches, servidores, UPS, almacenamiento y respaldos.
• Experiencia en soporte de impresoras, sistemas telefónicos (softphones, móviles y fijos) y equipos periféricos.
• Soporte a salas de conferencia (equipos audiovisuales, proyectores, cámaras, Teams/Zoom Rooms, etc.).
• Conocimientos en herramientas de ticketing y seguimiento de incidencias (ServiceNow, Jira, GLPI o similar).

Habilidades requeridas:

• Inglés B1+ -B2 (Indispensable)
• Manejo del tiempo
• Facilidad de aprendizaje
• Excelencia en servicio al cliente

Requisitos Adicionales:

• Certificación en metodologías de trabajo ágiles como Scrum.
• Cerificaciones técnicas en el área.
• Disponibilidad para laborar presencialmente en Heredia con posibilidad de días de Home Office.

Movable Ink scales content personalization for marketers through data-activated content generation and AI decisioning. The world's most innovative brands rely on Movable Ink to maximize revenue, simplify workflow and boost marketing agility. Headquartered in New York City with close to 600 employees, Movable Ink serves its global client base with operations throughout North America, Central America, Europe, Australia, and Japan.

As a Technical Support Specialist you will be challenged with investigating and resolving complex customer issues escalated by our clients, Client Experience and Solutions teams.

Additionally you will have the opportunity to be innovative and forward-thinking, creating documentation, streamlining processes, and building internal tools and features to address common customer issues and gaps in product functionality. In effect you'll be solving difficult problems upstream to improve both product quality, as well as the overall customer experience.

This remote role would suit a Costa Rica-based Tech Support Specialist who can work a 9am–6pm, Monday to Friday schedule, and participate in an on-call rotation. The on-call rotation typically occurs once a month, with each shift lasting one full week (Monday to Monday), including evenings.

Responsibilities:

• Become a technical expert in Movable Ink's Products and custom solutions
• Take ownership of client and internal support requests from initial contact to resolution including troubleshooting, determining root cause, and ensuring that the initiator understands the resolution
• Participate in an on-call rotation, taking ownership of incoming emergency issues from both clients and internal stakeholders
• Provide customer feedback to our Product and Engineering teams
• Write documentation, knowledge base articles, and tutorials to improve the customer experience of Movable Ink's products and services

Qualifications:

• 2+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
• Experience with inspecting and diagnosing web-applications and/or mobile applications
• Strong understanding of and experience with REST APIs and/or GraphQL API
• Knowledge of Single Sign-on set up and debugging, including OAuth, SAML, and SCIM
• Knowledge on relational databases
• Ability to reproduce customer issues, perform initial triage and identify bugs needing Engineering work
• Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution
• Desire to educate others in Movable Ink's Products and technical knowledge to reduce repeat support requests
• Basic experience with support tools such as Django, Kibana, Jenkins, Google Cloud Platform, Grafana, and AWS Cloud Watch or similar.
• Solid knowledge of HTML/CSS
• Experience with at least one of the languages that underpin the modern web (JavaScript, Python etc.)
• Solid understanding of browser debugging (XMLHttpRequests, analyzing page source, HAR captures, iFrame behavior, Meta tags, performance testing, etc)
• Solid understanding of cloud hosting platforms
• Superb written and verbal English communication skills, with experience contributing to internal and external documentation
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt

Studies have shown that women, communities of color, and historically underrepresented people are less likely to apply to jobs unless they meet every single qualification. We are committed to building a diverse and inclusive culture where all Inkers can thrive. If you're excited about the role but don't meet all of the abovementioned qualifications, we encourage you to apply. Our differences bring a breadth of knowledge and perspectives that makes us collectively stronger.

We welcome and employ people regardless of race, color, gender identity or expression, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, ethnicity, family or marital status, physical and mental ability, political affiliation, disability, Veteran status, or other protected characteristics. We are proud to be an equal opportunity employer.

The Technical Support Representative will be an integral part of our client's support team--offering expert assistance for a wide range of technical issues to English-speaking clients over the phone and through remote access and tech support tools. The ideal candidate will have a strong background in BPO call center inbound phone calls from English-speaking clients, and extensive experience with troubleshooting both Apple Macbook and Windows PC environments.

Job Responsibilities:

• Over-the-phone troubleshooting, diagnosing, and repairing via remote access on complex technical issues involving Mac and Windows-based systems
• Address slow computer performance, operating system reinstallation, Mac recovery, PC reset, malware and virus removal, driver updates, and email-related problems, especially with Microsoft Outlook
• Troubleshoot hardware issues including hard drives, RAM, and power supplies
• Resolve network and internet issues, browser problems with Google Chrome, and PC game crashes
• Set up and troubleshoot printers on WiFi connections and resolve printer driver issues
• Provide timely solutions, document issues effectively, and conduct thorough follow-ups with customers
• Utilize sales skills to upsell support packages post-service resolution
• Maintain organization, punctuality, and reliability as core professional attributes

• Based in any Latin American country
• Proficient in troubleshooting Mac and Windows operating systems
• Skilled in resolving a broad spectrum of technical issues
• Strong sales acumen with experience in upselling products and services
• Excellent communication and documentation skills
• Proven track record of dependability and adherence to schedules
• Ability to work full-time hours with availability on weekends

Minimum Technical and Work Environment Requirements:

• Internet Connection:

• Primary internet connection with a minimum speed of 15 Mbps.

• Backup internet connection with at least 10 Mbps.

• Backup connection must be capable of supporting work during a power outage.

• Primary Device:

• Desktop or laptop equipped with at least:

• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.

• A minimum of 8 GB RAM.

• Backup Device:

• Must meet or exceed the performance of an Intel Core i3 processor.

• Must be functional during power interruptions.

• Peripherals and Workspace:

• A functioning webcam.

• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• A smartphone for communication and verification purposes.

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

What does a great Manager Client Tech Support do?

Essential Job Responsibilities:

This role focuses on ensuring seamless technical support, fostering client satisfaction, and driving operational excellence in a fast-paced, innovation-driven environment.

Key Responsibilities:

-Team Leadership & Management:

-Supervise, mentor, and develop a team of technical support specialists.

-Set performance goals, monitor progress, and ensure high team productivity.

Client Support Operations:

-Oversee the resolution of technical issues, integrations, and transaction processing.

-Ensure timely and effective handling of escalations while maintaining high client satisfaction.

-Manage support queues and SLAs to guarantee operational efficiency.

Technical Expertise:

-Provide advanced technical guidance on payment gateways, fraud prevention tools, and system integrations.

-Collaborate with engineering and product teams to address complex technical challenges.

Stakeholder Engagement:

-Build strong client relationships, acting as the primary point of contact for critical accounts.

-Conduct regular check-ins with clients to understand needs and identify opportunities for service improvement.

Process Improvement:

-Identify trends in support requests to proactively address recurring issues.

-Develop and refine support processes and documentation to enhance the client experience.

Reporting & Analytics:

-Track and analyze key performance metrics (e.g., response times, resolution rates, and NPS).

-Report on operational performance to senior management.

Qualifications:

-Education: Bachelor's degree in computer science, Information Technology, or a related field.

-Experience:

-5+ years in technical support, with at least 3 years in a leadership role.

-In-depth knowledge of payment systems, including gateways, POS systems, and fraud prevention technologies.

Skills:

-Strong leadership and communication skills.

-Excellent problem-solving and analytical abilities.

-Knowledge of six sigma, ITIL or any process improvements/ISOs standards –
Must have knowledge on one or more process improvement methods

Job Title:
Technical Support Agent

Location:
Heredia, Costa Rica (Hybrid)

Education: High School Diploma

Experience:
2+ years in technical support

No of Openings:
1+

Summary

• Manages environmental upgrades and handles support tickets for storage systems.

• Ensures customer satisfaction through proactive communication and technical troubleshooting.

• Coordinates with customers to maintain their storage arrays.

• Processes RMAs and triages issues based on severity.

• Applies best practices and documented procedures in technical support.

• Requires strong communication, problem-solving skills, and a desire to deepen expertise in storage technologies.

Roles and Responsibilities

• Perform environment upgrades, including managing change controls, scheduling, and compliance within customer environments.

• Maintain install base requirements for customers and their storage arrays, applying best practices and routine maintenance.

• Manage support tickets (proactive tickets), representing about 30% of workload.

• Ensure RMA requests are processed promptly and accurately.

• Triage support cases based on severity levels to prioritize responses.

• Own and track customer issues using the ticket tracking system.

• Maintain professional, clear, and consistent communication with customers regarding upgrades, maintenance, and case progress.

• Apply documented troubleshooting steps to resolve routine issues efficiently.

• Notify a Support Manager immediately of any critical customer issues.

• Engage customers through live phone calls and connect them with appropriate resources when necessary.

Required Skills

• Proven ability to resolve customer problems and manage escalations using internal and external resources.

• Strong critical thinking and technical troubleshooting skills.

• Basic knowledge of storage technologies such as SAN, Fibre Channel, Ethernet, iSCSI, and familiarity with operating systems like Solaris, Linux, Windows, VMware.

• Willingness to learn advanced SAN, Fibre Channel, Ethernet, and iSCSI technologies.

• Excellent written and verbal communication skills.

Desired Skills

• Minimum 2 years of customer-facing technical support experience.

• Associate's Degree or equivalent 2 years of direct experience.

San Jose, San José, Costa Rica

Date posted

Oct 06, 2025

Job number

Work site

3 days / week in-office

Travel

0-25%

Role type

Individual Contributor

Profession

Technical Support

Discipline

Technical Support Engineering

Employment type

Full-Time

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.

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 are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

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.

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
• OR equivalent experience.
• Business level fluency to read, write and speak English.
• Reliable experience in Active Directory topology, replication and management.
• Proficient knowledge in User Accounts & Access Control.
• Availability to work on rotations to cover weekend and/or mixed schedules (Jornada Mixta).

Background Check Requirements:

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.

Additional or preferred qualifications

• Trusted experience with the following tasks and techlogies:
• User Profile management
• Kerberos and delegation
• Windows Shell configuration and management
• LDAP Protocol
• Server management tools
• Public Key Infrastructure (PKI) deployment/management
• Remote File Systems (SMB)
• Group Policy management
• DNS deployment/management

Business Integration

• Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Product/Process Improvement

• 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.

Readiness

• 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.

Response and Resolution

• 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

• Embody our culture and values

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



Industry leading healthcare



Educational resources



Discounts on products and services



Savings and investments



Maternity and paternity leave



Generous time away



Giving programs



Opportunities to network and connect

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.