With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. 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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency. • Do you want to empower every person and every organization on the planet to achieve more? • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated? • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you. In Customer Experience & Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and share knowledge with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products. Our team is geographically distributed, we support our customers for Azure Subscription Management & Billing issues, and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness. Our culture is built around attributes that drive our every decision and our every action: • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customer experiences easy, insightful, and trusted. • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things. • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included. • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers. • Making a difference - we drive impact by looking for ways to continually improve our day-to-day responsibilities and the connections between our work and others. Support Engineers (SE) serve as frontline resources for Microsoft Azure Billing and Subscription Management customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems applying analytical skills, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing outstanding Billing support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day-to-day job will be about Identifying, analyzing, and solving Billing related Issues (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. The successful candidate should demonstrate great accountability, customer obsession and managing critical situations. the candidate should be passionate of driving bigger impacts - being increasing customer values, Ally to our customers and/or driving product feedback. 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. **Responsibilities** • Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices. • Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. • You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness. • Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements. Responsibilities:  Ability to thrive in a strong team environment focused on providing a consistently high level of customer service in a challenging environment.  Resolve customer issues including complex scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture.  Provide critical product feedback to operations, Drive collaboration & engagement outside of ASMS (Product Engineering teams/Services/Support/Regions).  Own, troubleshoot and solve customer issues, using collaboration, troubleshooting best practices and transparency within and across teams.  Identify cases that require escalation (either technically or strategically)  Create and maintain incident management requests to product group/engineering group.  Write high quality case notes so we can support customers as a team, and customers do not need to repeat themselves. Ensure your colleagues can fully understand case progression without needing to ask the customer to repeat.  Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.  Provide ramp activities, knowledge sharing, coaching, and mentoring.  Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.  The opportunity to be part of the evolution of Microsoft Azure and cloud support services, to be constantly challenged as the platform expands to provide broader capabilities to customers, support customers using a service rather than on-premises Microsoft products, and to work in collaboration with multiple Microsoft teams (operations, business groups, product groups, and engineering.) **Qualifications** Required Qualifications: • Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience o OR 3+ years of technical support, technical consulting experience, or information technology experience. o OR equivalent experience Language Qualification English Language: fluent in reading, writing and speaking. Required Qualifications: • 5+ years of experience in technical support or billing support role. OR Bachelor's Degree in CS and 3+ years technical support or billing support role. • Demonstrable troubleshooting skills and strong analytical, problem solving and decision-making skills. • Strong communications skills – fluent in spoken and written English • Azure Fundamentals certification, familiarity with Azure and/or compete cloud products. • Knowledge of Excel: pivot tables, filters & look-up function. • Leadership - handling challenging and politically charged customer situations. • Ability to conduct effective, polished interactions with customers to gather information quickly & comprehend issues; explain customer responsibilities in resolving issues; communicate next steps and status; and inspire confidence. • Cross-team collaboration • Passion for technology and customer focus. 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. Microsoft is an equal opportunity employer. Consistent with applicable law, 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .