Job Title

Overview 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 Microsofts 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 Microsofts 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 Microsofts 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. Microsofts 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 Business Integration Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy. Product/Process Improvement Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes. Translates feedback and creates processes and workflows for case resolution. Readiness Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics. Response and Resolution Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future. Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues. Qualifications Required/minimum qualifications Bachelors Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. Business-level proficiency in French and English (spoken and written). Experience leveraging Microsoft Purview for data discovery, classification, or compliance initiatives. Other 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. Citizenship verification: This role requires Canadian citizenship due to client, regulatory, or security requirements. Candidates must be legally eligible to work in Canada and meet citizenship criteria at the time of hire. Additional or preferred qualifications Microsoft Technology Certifications Managing and troubleshooting experience in at least one major M365/O365 application (Exchange Online and/or SharePoint Online) Knowledge and experience in some of the Microsoft 365 Security and Compliance features: (Azure Active Directory Premium, Cloud App Security, Azure Information Protection, DLP (Data Loss Prevention), Data Retention & Classification, Auditing & eDiscovery) PowerShell administration skills Azure AD administration experience Technical Support Engineering IC4 - The typical base pay range for this role across Canada is CAD $96,000 - CAD $177,600 per year. Find additional pay information here: Technical Support Engineering IC4 - Lchelle salariale de base typique pour ce rle dans lensemble du Canada est de 96,000 $ CAD 177,600 $ CAD par anne. Pour plus dinformation au sujet de la rmunration, veuillez cliquer ici: Ce poste sera ouvert pendant au moins cinq jours et les candidatures seront acceptes de faon continue jusqu ce que le poste soit pourvu. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft est un employeur offrant lgalit daccs lemploi. Tous les candidats qualifis seront pris en considration pour lemploi, sans gard lge, lascendance, la citoyennet, la couleur, aux congs mdicaux ou familiaux, lidentit ou lexpression de genre, aux renseignements gntiques, ltat dimmigration, ltat matrimonial, ltat de sant, lorigine nationale, un ventuel handicap physique ou mental, laffiliation politique, au statut de vtran protg ou au statut militaire, la race, lethnie, la religion, au sexe (y compris la grossesse), lorientation sexuelle ou toute autre caractristique protge par les lois, ordonnances et rglements locaux applicables. Si vous avez besoin daide avec des accommodements religieux et/ou dun accommodement raisonnable en raison dun handicap pendant le processus de candidature, apprenez-en plus sur la demande daccommodement. 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.