Technical Support Engineer

What you'll do

• Triage and resolve customer cases on newly launched products where documentation and tools may not yet exist.
• Reproduce reported issues in your own environment to identify root causes before escalating to engineering teams.
• Research and self-teach new technologies using telemetry, logs, and hands-on testing to close knowledge gaps.
• Create durable readiness assets such as knowledge-base articles, troubleshooting guides, and triage playbooks for the support team.
• Act as a trusted advisor to customers by providing clear action plans and managing expectations during complex technical issues.
• Mentor and brief standard support engineers as products transition from "frontier" status into steady-state support.
• Provide structured feedback to internal teams to improve the supportability of future product launches.

What we're looking for

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field and 1+ year of technical support, consulting, or IT experience.
• Ability to pass Microsoft Cloud background checks every two years.
• Must provide a valid passport for citizenship verification due to government contract requirements.
• Experience with customer service (preferred).
• Breadth across multiple Microsoft or cloud technologies such as SharePoint, OneDrive, and M365 (preferred).
• Possession of Microsoft Technology Certifications (preferred).
• Possession of industry IT-based certifications like CompTIA, CCNA, or ISC2 (preferred).
• Possession of Microsoft AI certifications (preferred).