New 
Principal Technical Support Engineer
 Microsoft | |
 United States, Washington, Redmond | |
 May 07, 2025 | |
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OverviewWith over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. 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 Principal Technical Support Engineer, you will engage with executive level customers and development teams across Microsoft to enable resolution of highly complex technical issues and to drive appropriate product changes. This opportunity will allow you to accelerate your career growth, hone your deep technical expertise and become a technical leader within Microsoft.This role is flexible in that you can work up to 100% from home.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.
ResponsibilitiesCoordinate technical architecture investments and detailed product execution plans with products and services to allow the support organization to scale efficiently and operate smoothly.Collaborate directly with products to communicate support challenges and jointly develop product investments that combine human, system, and tool interactions for a competitive advantage and significant customer impact on system interactions.Utilize extensive software design knowledge and operational experience to address crucial gaps through meticulous execution planning, supporting secure and robust adherence to scalable design principles. Enable predictable execution by prioritizing features directly with service groups.Response and Resolution: You review highly complex technical issues, engage with executive level customers to drive resolution and work alongside the development/ engineering teams to analyze patterns of problems and influence appropriate product changes.Readiness: You understand product roadmaps and develop end-to-end readiness programs for new and existing technologies anticipating future readiness needs.Product/Process Improvement: You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements that feature Microsoft's competitive differentiationBusiness Integration: You provide thought leadership to influence strategy when engaging with customers, partners, and other organizations across Microsoft.OtherEmbody our culture and values. | |