Support Engineer - Windows
San Jose, San José, Costa Rica
hace 2 días

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web.

They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers.

From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

We provide Intune support for the most critical enterprise customers. We are looking for true technical leaders to join us and lead the way! We are looking for engineers who are relentlessly customer-centric, problem-solvers, strong collaborators, and risk-takers that embrace that challenger mindset.

We’re looking for someone who embodies customer obsession and empathy. Someone who is adept at getting to the root of the issue, regardless of where the code base resides.

Beyond troubleshooting complex technical problems and managing critical situations, the candidate should be passionate of driving bigger impacts increasing customer value, improving diagnostic tools and / or driving product feedback.


Your Responsibilities :

  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group or engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
  • Provide ramp activities, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
  • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
  • The Support Engineer’s primary responsibilities include :

  • Ability to quickly identify customer issues and being able to conduct in-depth diagnostics on Intune product and services representing Microsoft, communicating with enterprise customers via telephone, written correspondence, or electronic service regarding technically problems identified in Microsoft 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 skill.

  • Ability to constantly be learning as the product evolves continually.
  • Be able to work and collaborate with internal teams including engineering group effectively.
  • Research unchartered and undocumented areas. It is a plus for the ideal candidate if it is someone that has a passion for coding and enjoys occasionally writing code in efforts to understand.
  • Familiarity of compiling and development environments would be great.


    Required Qualifications :

  • 2+ years of strong technical troubleshooting experience with demonstrated problem solving skills.
  • 2+ years of experience in enterprise customer service environments
  • 2+ years industry experience with Windows OS
  • Proven capability to learn new technologies / products and Capable of independently researching undocumented processes and issues.
  • English Language : fluent in reading, writing, and speaking.
  • Preferred Qualifications (one or more) :

    Windows :

  • Setup / Installation; including automated installation
  • Familiarity with driver installation
  • Boot troubleshooting
  • Bitlocker
  • Windows Updates
  • Autopilot
  • App installation, MSI troubleshooting
  • Familiarity with Windows Store
  • Bitlocker
  • Ability to use perform
  • Sysinternal tools procmon, psexec
  • Ability to navigate PowerShell
  • Familiarity with command line tools
  • Windows CSP (Configuration Service Provider)
  • Identity

  • Working knowledge of ADFS
  • Active Directory concepts such as Kerberos, LDAP, Certificates and Security Groups.
  • Working knowledge of Secure Token Services (ADFS or similar)
  • Experience with network connectivity
  • Knowledge of Cloud Identity (Azure Active Directory, AAD Sync, Role-based access control)
  • Group Policy Management
  • Networking

  • Working knowledge or networking with clear understanding of TCP / IP, including CIDR, routing and DNS; understanding of HTTP / HTTPS, including the ability to capture and interpret Fiddler traces.
  • Familiarity with networking tools like ping, nslookup
  • Understanding of proxy servers, firewalls and VPN.
  • Understanding of 3rd party VPN solutions
  • DNS Troubleshooting
  • Portuguese Language : fluent in reading, writing, and speaking.
  • 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.

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