New

Support Engineer

Microsoft
$68,300.00 - $137,900.00 / yr
United States, Texas, Irving
7000 State Highway 161 (Show on map)
Mar 16, 2026
Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. 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 Support Engineer, you will own, troubleshoot, and solve customers' 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. 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 Product/Process Improvement Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. Readiness Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics. Response and Resolution Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Support Japan and Global Enterprise customers by triaging and resolving identity/authentication incidents across Microsoft 365 Cloud Identity and related Authentication and Account/Sync products, owning customer communications through closure, and meeting severity/SLA expectations to protect customer satisfaction (CSAT). You will deliver Microsoft 365 Cloud Identity support for Enterprise-level Premier customers. The ideal candidate has 3-5 years of experience with Exchange (including Exchange Online) and/or Microsoft 365 identity/security & compliance, or Azure identity. You should have solid working knowledge of Enterprise messaging administration and identity concepts, including client authentication and authorization, identity synchronization technologies (DirSync, Azure AD Connect, FIM, etc.), identity and access management, and Microsoft 365 identity management. Qualifications Required/minimum 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 OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. 3+ years of administration/configuration of Windows and Linux operating systems. Business level fluency in Japanese and English (spoken and written); able to lead technical calls and write customer-facing case summaries in both. Demonstrated technical competence with Microsoft BackOffice Technologies. Conversational-level working knowledge of Microsoft products used in anEnterprise environment. Ability to effectively communicate with customer managers and executives on technical and business issues. Strong organization, time management, project management, and negotiation skills. Other Requirements: 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. Citizenship verification: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 successful candidate's citizenship will be verified with a validpassport. Additional or preferred qualifications Microsoft Technology Certifications Documentation: Strong technical writing skills and familiarity with Microsoft Office applications. Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $68,300 - $137,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $93,200 - $151,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay 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.