Responsibilities

• Represent Microsoft and communicate with customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in our software products and manage relationships with those customers. 
• Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills.
• Responding to critical incidents and ensuring rapid restoration of service is top priority.
• Are curious and passionate to solve extraordinarily complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty.
• Acquire & coordinate resources from other product support groups as needed to resolve complex, multi-product customer issues.
• Work with customers to ensure the successful operation and high availability of voice and data services
• Represent Microsoft professionally during occasional customer facing on-site engagements.
• Develop and deliver technical training to other engineers.
• Report software bugs and customer suggestions, and resolve configuration issues found in our equipment and software
• Author complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability.
• The Support Engineer must act with a high degree of autonomy, combining deep technical expertise with strong analytical reasoning to make sound decisions and provide reliable guidance to our customers. 
• The Technical Support Engineer’s primary internal interfaces are with Project Managers and Sustaining Engineering.

Qualifications

• Several years of experience working in the Telecoms industry in roles such as Technical Support Engineer, Level 3 Engineer, Systems Engineer, preferably in a vendor or voice service provider environment.
• Strong technical skills and deep knowledge of IP, VOIP protocols (SIP), and troubleshooting VOICE communications networks.
• Good knowledge of IMS, VoLTE or 5G technologies.
• The ability to gather and analyse information to clarify issues or make decisions.
• An aptitude for understanding and solving complex problems
• Energy, enthusiasm, versatility, and creativity.
• The ability and the desire to acquire new technical knowledge quickly and self-sufficiently.
• An interest in carrier grade communications software
• Excellent communication and interpersonal skills.
• English fluency

*Not a pre-requisite:

Degree in Telecoms, IT, Computer Science, or Networking-related field.

 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.

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. 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.