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Technical Support Engineer

Microsoft· Technical Support Engineering
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Fargo, ND, Las Colinas, TX, Charlotte, NC$70.5k - $139.7kFull-timePosted 3mo ago

About the role

Technical Support Engineer within the Customer Service & Support (CSS) team, responsible for owning, troubleshooting, and solving customers’ technical issues, with opportunities to accelerate career growth and develop problem-solving, collaboration, and technical proficiency in an AI-powered support environment.

Responsibilities

  • Resolves complex technical issues and scenarios through thorough analysis. Leads investigations using analytics tools and AI-supported diagnostics. Models case handling standards with focus on speed and quality. Collaborates to handle complex customer scenarios and escalates defects to senior engineers. Engages customers to resolve issues demonstrating CARES behaviors. Provides technical analysis to engineering teams to drive incident resolution. Mentors others on AI-assisted troubleshooting and case quality.
  • Drives improvements in case quality, consistency, and troubleshooting practices. Partners across teams to address issue trends. Identifies recurring issues with pattern detection tools. Proposes process improvements.
  • Stays up to date on readiness content including AI-supported learning modules. Improves documentation quality with tool-based suggestions. Uses approved knowledge sources and creates readiness content. Shares knowledge with peers. Uses AI and other tools to improve technical knowledge.
  • Applies secure troubleshooting practices. Ensures documentation meets compliance. Completes required security, compliance and privacy trainings. Adheres to security/privacy requirements and Secure Future Initiative for handling customer data.

Qualifications

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience.

Skills

Required:Technical troubleshootingCommunicationSecurity and privacy
Nice to have:MentoringAI-assisted diagnostics
Last updated Oct 23, 2026. Interested? Apply on the company site.

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