Exchange/EXO Support Engineer

Microsoft is on a mission to empower every person and every organization on
the planet to achieve more. Our culture is centered on embracing a growth
mindset, a theme of inspiring excellence, and encouraging teams and leaders to
bring their best each day. In doing so, we create life-changing innovations
that impact billions of lives around the world. You can help us to achieve our
mission.

Microsoft is on a mission to empower every person and every organization on
the planet to achieve more. Our culture is centered on embracing a growth
mindset, a theme of inspiring excellence, and encouraging teams and leaders to
bring their best each day. In doing so, we create life-changing innovations
that impact billions of lives around the world. You can help us to achieve our
mission.
With over ‎15,000 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. This
organization reflects Microsoft's ambition to be known as a customer
experience company, ensuring the company's mission by delighting customers and
consistently exceeding their expectations in every interaction through a
connected customer experience. We have a tremendous opportunity to exceed our
customers' expectations and to consistently drive customer loyalty and trust,
leading to greater satisfaction, retention, and growth.
Within CE&S, the Customer Service & Support (CSS) organization builds trust
and confidence for every person and organization through a connected customer
experience. We do this by delivering a seamless support experience to help
customers and partners resolve their issues quickly, prevent future problems
from occurring and demonstrating new ways to achieve more from their Microsoft
investment.

About the Role

We are looking for a Support Engineer (SE) who serves as a frontline
technical support resource for Microsoft 's customers and partners via phone,
email or web/ chat. As an SE you will deliver unique value by collaboratively
and reactively solving customer problems, 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 an outstanding technical 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 providing both
technical expertise (either on your own or by involving your colleagues) and
about being an excellent communicator and a service oriented professional. You
will be given the opportunity to become a subject matter expert in one or more
areas and receive guidance and mentorship from your colleagues.

We are looking for a Support Escalation Engineer (SEE) who serves as a
senior technical support resource for Microsoft's customers and partners, via
phone, email, and web/chat. As an SEE you will deliver value by
collaboratively solving customer problems, providing proactive support advice,
promoting product quality and enhancements, and creating self-help assets to
broadly reach more customers. You will contribute to the success of others
through mentoring peers, delivering one-to-many education and advising
managers on the development of the team.
Your strong suit is in employing problem isolation techniques, assets, and
product knowledge to solve problems. You will investigate and solve highly
complex technical issues requiring expert product or service knowledge. As an
SEE you will act as a subject matter expert regarding product / configuration
and will often employ sophisticated troubleshooting tools such as analysis of
event logs, component traces, and performance traces to resolve customer
issues. You will collaborate with experts from across the business, including
our Development Teams to clarify unknown behavior in the product.

Responsibilities

SE: 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., first quality response, swarming, case documentation, customer expectation mgmt., etc.)
* Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
* Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases
* Create and maintain incident management requests to product group/engineering group
* May contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience via feedback to correct stakeholders
* Provide ramp activities, knowledge sharing, technical coaching and mentoring
* Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
* Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

SEE: Your Responsibilities
* Responsible for the customer support experience with Microsoft
* Own, troubleshoot and solve long-running or complex customer technical issues through consistent application of case management standards (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.) and if needed, engagement with Product/Engineering teams
* Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
* Create and maintain incident management requests to product group/engineering group
* Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
* Provide ramp activities, knowledge sharing, technical coaching and mentoring
* Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
* Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
* Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases

Qualifications

‎2+ years in a customer facing service role in any capacity

English Language: fluent in reading, writing and spoken

Bilingual -Spanish, French, German, Italian or Portuguese,

Superior problem solving and troubleshooting skills at the System Engineer
level; exceptional customer service, overall communication and technical
writing skills. Must have sufficient technical depth to communicate with
development and other internal organizations at a peer level; Must possess the
ability to work independently with minimal management supervision and as part
of regional team of engineers; Demonstrated aptitude for providing exceptional
customer service in politically charged environments; Ability to enhance the
technical expertise of peers via the development of product training,
mentoring of new hires, and team content development; Ability to apply
technology to improve existing products and systems at customers and for
internal use; Ability to actively participate in team support by proposing and
implementing solutions;

Technical Acumen:
Depending on your level of seniority, you already know at least some of the
following technologies (and wish to learn the others):
* In-depth knowledge of Exchange Online ,and Security & Compliance concepts
* Knowledge of TCP/IP networking, switches, routers, firewalls and protocols.
* Knowledge of Exchange Hybrid Deployments
* Understanding of Mail flow concepts, Mailbox migrations, Mailbox management and recovery , Client connectivity, Calendaring, EOP, EAC & PowerShell, mail hygiene, ATP, Holds, eDiscovery, Archives, Labels, Retention policies, Audit logs
* Good understanding of Office ‎365 Identity areas
* Knowledge of other M365 workloads is a plus
* At least ‎4 years of experience working with customers on Exchange Online and Exchange Hybrid
* Bachelor's degree in Information Science, Information Technology, Computer Science Engineering or Mathematics or equivalent work experience

Please note that working hours might change according to business needs.
Though schedule changes are infrequent, you will need to have flexibility to
accommodate changes as needed and may require some on-call rotation.

Microsoft is an equal opportunity employer. All qualified applicants will
receive consideration for employment without regard to race, color, gender,
sexual orientation, gender identity or expression, religion, national origin,
marital status, age, disability, veteran status, genetic information, or any
other protected status.

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