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 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.
Responsibilities
A Support Escalation Engineer (SEE) is a senior technical support professional who resolves Microsoft’s most complex and high-impact customer issues. SEEs apply deep technical expertise to troubleshoot advanced scenarios, lead critical escalations, and act as trusted advisors to customers, peers, and engineering teams.
Beyond resolving cases, SEEs play a key leadership role within support organisations by mentoring engineers, reviewing case quality, leading readiness initiatives, and sharing technical knowledge to improve the overall capability of the team. They partner closely with Engineering, Product Groups, CSAMs, and other stakeholders to advocate for customer needs and drive long-term product and service improvements.
A successful SEE combines strong technical depth with exceptional customer focus, communication, critical thinking, and collaboration skills. They are expected to take ownership of sensitive or high-profile issues, improve support processes and tooling, identify recurring trends, and help prevent future incidents through proactive guidance and continual improvement.
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
Required 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
o OR 3+ years of technical support, technical consulting experience, or information technology experience
o OR equivalent experience.
Additional Required Qualifications:
Technical Skill (Required)
• Advanced technical knowledge about SharePoint Server and SharePoint Online
• Experience of investigating complex SharePoint issues relating to administration, performance and customization.
• Experience of investigating OneDrive
• Experience with Copilot / AI and or willingness to learn
• Understanding of identity and authentication/authorization with Windows Active Directory Services and Azure Active Directory
• Understanding of client/server, networking, and Internet technologies fundamentals
• Adequate knowledge in SQL Server
• Experience of web development technologies, e.g. ASP.NET, HTTP, JavaScript, HTML5, CSS, React, Angular
• Knowledge and experience with PowerShell are a plus
Soft Skills (Required)
• Communication – explain complex issues clearly and set expectations effectively.
• Customer Empathy – understand customer impact and build confidence during difficult situations.
• Critical Thinking – analyse problems logically and make data-driven decisions.
• Willingness to learn – Be open to say when you don’t know, stay curious to find the answer.
• Ownership & Accountability – take responsibility and follow through on commitments.
• Stakeholder Management – work effectively with customers, peers, engineering, and leadership.
• Influencing & Collaboration – drive outcomes across teams without direct authority.
• Resilience & Adaptability – remain calm under pressure and adjust to changing priorities.
• Time Management – balance multiple high-priority cases and commitments.
• Leadership & Mentoring – coach others, share technical knowledge, and drive readiness.
• Growth Mindset – continuously learn, seek feedback, and improve
Additional Preferred Qualifications:
This position requires flexibility in working shift based on the business needs. The working shift may vary depending on the operational demand, and it may include a fixed weekend day ( for example Tuesday to Saturday or Sunday to Thursday) or shift rotations. For e.g. - Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm.
Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.
Security Clearance 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.
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.
