Technical Support Engineering IC3

MCAPS-Core accelerates customer outcomes and business growth. By uniting product engineering marketing sales customer success and partners around a common customer mission we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution we win competitively capture market share and scale repeatable growth motions. We differentiate through value creation - delivering world-class AI-powered customer experiences that accelerate adoption strengthen loyalty and create sustainable competitive-advantage driving growth that outpaces the market.

The Cloud Solution Provider (CSP) Support Engineering team serves as the highest level of technical support for Microsofts partner ecosystem resolving complex commerce licensing provisioning identity and Partner Center issues. The team partners with support engineering operations and business stakeholders to remove blockers improve supportability and ensure partners can successfully transact manage and grow their Microsoft cloud businesses.

The Cloud Solution Provider (CSP) Support Escalation Engineer owns the resolution of Microsofts most complex partner support escalations. By combining deep technical expertise partner advocacy and cross-functional leadership this role drives timely issue resolution improves supportability and helps partners successfully transact manage and grow their Microsoft cloud business.

Microsofts 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 own investigate and solve complex customer technical issues and act as an advisor to the customer collaborating within and across teams leveraging troubleshooting tools and practices.
• 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 complex customer issues through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Required Qualifications:
Bachelors Degree in Computer Science Information Technology (IT) or related field AND 3 years of technical support technical consulting experience or information technology experience
OR 3 years of technical support technical consulting experience or information technology experience
OR equivalent experience

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 Required Qualifications:
Experience managing complex technical escalations across multiple stakeholders teams and technologies.

Troubleshooting and root cause analysis skills in complex cloud commerce identity or enterprise environments.

Ability to influence stakeholders and drive resolution across engineering operations support and business organizations without direct authority.

Professional communication skills with the ability to translate technical issues risk and business impact to both technical and non-technical audiences.

Additional Preferred Qualifications:
Experience supporting Cloud Solution Provider (CSP) Partner Center Microsoft Commerce or similar cloud services platforms.

Experience supporting licensing subscriptions billing provisioning identity or access management technologies.

Experience leading critical customer or partner escalations involving significant business impact.

Experience driving serviceability operational excellence process improvements or supportability initiatives.

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.

Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $70500 - $139700 per year. There is a different range applicable to specific work locations within the San Francisco Bay area and New York City metropolitan area and the base pay range for this role in those locations is USD $95000 - $153200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
position will be open for a minimum of 5 days with applications accepted on an ongoing basis until the position is filled.

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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process read more about requesting accommodations.

Required Experience:

IC