Technical Support Engineering Dev Dev

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.

Within MCAPS - Core, 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 Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

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.

Must have technical skills:

• NET Framework & ASP.NET – Hands-on experience with .NET applications, debugging, and development.
• WebAPI & REST – Experience designing, consuming, and troubleshooting APIs.
• IIS & Web Hosting – Experience with web application deployment and configurations.
• Networking Fundamentals – Knowledge of HTTP, TCP/IP, SSL/TLS, firewalls, and proxies.
• Visual Studio & Debugging Tools – Familiarity with debugging .NET applications.
• Familiar with fundamentals of  Cloud Computing and Windows Azure Technologies
• Familiar with Networking concepts and fundamentals

Good to have technical skills:

• Programming knowledge in Java, Node.js, Python, PHP, or Ruby.
• Understanding of JavaScript Object Notation (JSON) and YAML.
• Experience with API security best practices and authentication mechanisms.
• Familiarity with containerized environments (Docker, Kubernetes) and API Gateways.
• Ability to work with network traces (Wireshark, Fiddler, etc.).
• Azure Services – Exposure to Azure services such as Application Gateway, APIM, App Services, and Virtual Networks.
• The ability to read and analyse network traces
• It is desirable to have AZ 900/AI 900 certification.

Soft Skills

• Customer-Centric Mindset – Passion for helping customers and providing high-quality support.
• Strong Troubleshooting Skills – Ability to diagnose and resolve complex technical issues.
• Collaboration & Teamwork – Ability to work effectively with global teams and escalate when needed.

General Responsibilities of an Support Engineer:

• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
• Be flexible to work in different shifts which would span across EMEA/India business hrs.
• Use trace analysis, source code, and other sophisticated debugging tools to analyse problems and develop solutions to meet customer needs; may involve writing code.
• Acquire & coordinate resources from other groups as needed to resolve customer issues.
• Manage political issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.
• Share knowledge with other engineers and develop customer solutions efficiently.
• Ability to report bugs and supportability concerns along with customer suggestions to the product teams.
• Empower Support engineers to do their best to help the customers.

•    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.

Qualifications:

Language Qualification
English Language: fluent in reading, writing and speaking.

• 5 to 7 years of experience in technical support, software development, or a related field.
• Hands-on experience with Web APIs, RESTful services, and API authentication mechanisms (OAuth, JWT, etc.).
• Proficiency in .NET development (C#) and ASP.NET, with experience in debugging and troubleshooting web applications.
• Understanding of networking concepts, including HTTP, DNS, TLS/SSL, firewalls, and proxy servers.
• Ability to analyse network traces and troubleshoot connectivity issues.
• Strong problem-solving, analytical, and debugging skills with a customer-focused mindset.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to various audiences.

Candidates must have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team en

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.