Support Engineer Dynamics Customer Engagement

Job Description

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. swarming)
Identify cases that require escalation (either technically or strategically)
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
Qualifications
Language Qualification
English Language: fluent in reading, writing and speaking.
Experience in one or more of these areas desirable
Microsoft Dynamics CRM Experience or a Infrastructure focused background would be beneficial but not essential.
In depth knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Exchange, Visual Studio).
Ability to take Technical Leadership in one specific product or area of business processes.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.