Technical Support Engineer - Core Azure

Overview

The MCAPS-Core team accelerates customer outcomes and business growth by aligning multiple disciplines such as product, engineering, marketing, sales, and customer success to help customers rapidly realize value and generate significant business impact. We leverage deep technical expertise and unique market strategies to outpace competition, drive adoption with world-class AI-driven customer experiences, and build lasting loyalty and competitive advantage.

Within the Core segment of MCAPS, the Customer Service & Support (CSS) division fosters trust through seamless support experiences powered by Microsoft’s AI technology, assisting consumers, businesses, and partners in efficient issue resolution, prevention, and maximizing their Microsoft technology investments.

We seek passionate individuals for the role of Senior Technical Support Engineer to handle, troubleshoot and resolve complex technical problems. This role offers a chance to advance career development, enhance problem-solving, collaboration, research skills, and deepen technical expertise.

Microsoft is dedicated to empowering every individual and organization globally, fostering a growth mindset, innovation, collaboration, respect, integrity, accountability, and fostering an inclusive environment.

Responsibilities

• Investigate and resolve highly complex customer technical issues, acting as the technical escalation contact and using advanced troubleshooting tools such as debugging.
• Own and drive critical customer escalations for reactive support delivery.
• Manage blockers and critical issues that require senior leadership involvement.
• Collaborate with account teams to ensure the successful closure of high-priority, long-term cases.
• Provide proactive Service Health Metrics Reporting in partnership with account teams to highlight risks.
• Monitor and manage high-risk cases proactively to prevent customer dissatisfaction.
• Lead initiatives to improve support experiences.
• Initiate peer knowledge-sharing communities, conduct technical coaching, mentoring, and readiness programs to enhance technical proficiency.
• Serve as a trusted advisor to product and engineering teams to drive product, diagnostic, and support process improvements.
• Deliver actionable insights from incident data to assist customers in optimizing their Microsoft infrastructure.
• Advocate for customers to ensure appropriate resource engagement and visibility when needed.
• Apply business and technology insights to shape strategies for engaging customers, partners, and teams.
• Guide account teams through support organization navigation effectively.
• Exemplify Microsoft’s culture and values in daily operations.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline and at least 3 years of experience in technical support, consulting, or IT; or 5+ years of equivalent experience.
• Strong expertise in Core Azure services including Azure VM, Azure Networking, Azure AI, Azure SQL, Azure App Services, and Azure AKS/Containers.
• Minimum 3 years’ experience as a technical support engineer working with Infrastructure as a Service (IaaS) and Platform as a Service (PaaS).
• At least 1 year of experience supporting, deploying, or managing native cloud applications.
• Minimum 2 years providing direct customer support on cloud application and infrastructure technical issues.
• Experience of 1 or more years in start-ups or technical incubators involving architecture and technical leadership roles.
• Any background in development consulting, support, or application development is valued.
• Proficient in designing, deploying, and troubleshooting Hypervisor/Cloud/Networking solutions, especially on Azure or AWS.
• Demonstrated ability supporting reliable, scalable, and highly available cloud applications.
• Clear and effective communication skills for explaining complex problems and resolutions to management and teams.

Additional Information

• This role involves weekend shifts and participation in on-call rotation outside of office hours.
• Applicants must be Australian citizens legally permitted to work in Australia without restrictions.
• Compliance with Microsoft and government security screening requirements, including passing the Microsoft Cloud Background Check at hire and biennially thereafter, is mandatory.
• The application window remains open for a minimum of five days and continues until the position is filled.
• Microsoft practices equal employment opportunity, embracing diversity without discrimination based on any protected characteristics.