Technical Support Engineer - Product Support

at  Microsoft

The Technical Support Engineer is responsible for engaging with cross-functional internal partners to assist in customer support that will enable our customers to be successful through our enterprise software platform. This entails investigating client issues, escalating bugs, project managing, root cause analysis, trend analysis, and assistance as needed in supporting our clients so that they achieve their objectives and capitalize on the vast capabilities of our Microsoft Advertising Platform.
This is an individual contributor role and will require someone with excellent communication and collaboration skills.
Customer Support is a diverse group of problem solvers with boundless technical curiosity. Together, we build trusted client partnerships that produce mutual wins through spirited collaboration, intrinsic empathy, and a readiness to challenge the status quo. We look for people who are consultative, analytical, technically minded, and passionate about helping others. Our team implements and supports customers on the MSA platform, obsesses about making them massively successful, and strategizes to help them achieve their goals. Real-time advertising can fundamentally transform our clients’ businesses, and we bring it to life for them.
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.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. #MicrosoftAdvertising

QUALIFICATIONS

• Excellent troubleshooting, analytical, problem-solving and collaboration abilities
• Passion for learning new technologies, working in a fast-paced and dynamic environment
• 2-3 years’ Experience in Product or Technical Support
• Able to proactively achieve goals while being an excellent team player
• Must be fluent in English
• Outstanding communication, presentation and organizational skills; process-oriented, yet entrepreneurial
• Experience working with web technologies (e.g. HTML, CSS, JavaScript, RESTFUL APIs) and query language (e.g. SQL).
  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

Deliver post-implementation product support to MSA customers

• Manage customer support cases daily, which includes verifying cases, analyzing data, isolating

  and diagnosing the problem, resolving the issue and communicating the resolution to the client

• Deeply understand the different products, as well as external integrations and other open

  source advertising technology, and how our clients leverage this technology to execute their

  goals

• Tenaciously troubleshoot product issues and clearly communicate complex technical concepts

  to internal and external strategic stakeholders

• Help build our Customer Success muscle by developing and building best practices, customer

  facing assets, and internal training and development resources