IT/Engineering Support

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. 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 Microsoft's 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 Microsoft's 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.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. 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.

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
Strong 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.
Strong communication skills with the ability to translate technical issues, risk, and business impact to both technical and non-technical audiences.
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. Microsoft Cloud Background Check:This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or localgovernment agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successfulcandidate's citizenship will be verified with a validpassport.
Technical Support Engineering IC4 - The typical base pay range for this role across the U.This 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.