Technical Support Engineering IC3

This role provides technical support leadership for Microsoft’s most complex Cloud Solution Provider (CSP) partner escalations. You will investigate difficult customer issues, coordinate across teams to drive timely resolution, and contribute to product improvements through readiness, automation, and diagnostic tooling.

Location

Charlotte, NC (onsite)

Salary

USD 70,500 - 153,200 per year. The typical base pay range across the U.S. is USD 70,500 - 139,700 per year. For specific locations in the San Francisco Bay area and New York City metropolitan area, the base pay range is USD 95,000 - 153,200 per year. Certain roles may be eligible for benefits and other compensation. Additional information is available at: https://careers.microsoft.com/us/en/us-corporate-pay

Experience and Education

Minimum experience: 3 years

Education: Bachelor’s Degree in Computer Science, Information Technology (IT), or related field

Responsibilities

• Own, investigate, and resolve complex customer technical issues; serve as a customer advisor by collaborating within and across teams and using troubleshooting tools and practices.
• Lead knowledge-sharing activities through peer delivery roles and readiness programs, including technical coaching and mentoring of others.
• Continue building technical and professional capability through training and readiness to handle increasingly complex customer issues.
• Partner with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools to improve Microsoft products and processes.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 3+ 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
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
• Experience managing complex technical escalations across multiple stakeholders, teams, and technologies.
• Troubleshooting and root cause analysis skills in complex cloud, commerce, identity, or enterprise environments.
• Ability to influence stakeholders and drive resolution across engineering, operations, support, and business organizations without direct authority.
• Professional communication skills to translate technical issues, risk, and business impact for both technical and non-technical audiences.

Preferred Qualifications

• Experience supporting Cloud Solution Provider (CSP), Partner Center, Microsoft Commerce, or similar cloud services platforms.
• Experience supporting licensing, subscriptions, billing, provisioning, identity, or access management technologies.
• Experience leading critical customer or partner escalations with significant business impact.
• Experience driving serviceability, operational excellence, process improvements, or supportability initiatives.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Application Timeline

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.