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Technical Support Engineering IC2



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IT, Customer Service
San José Province, San José, Costa Rica
Posted on Monday, February 12, 2024
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Modern Life, Gaming and Customer Service (MLGCS), a Support Business Unit within CSS, is a group of 320+ Microsoft employees and over 7,500+ Delivery Partners Advocates spanning 39 sites across the globe. The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service, customer protection and fraud intelligence. We create trust and confidence for every person and organization through a connected customer experience.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

Microsoft’s 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.


Response and Resolution

  • Reviews issues 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.
  • Resolves or escalates multiple and varied customer issues. Documents technical work and research.
  • Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.


  • Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.

Product/Process Improvement

  • Provides feedback to improve products to more senior engineers or technical advisors.
  • Identifies potential defects and escalates to more senior engineers to resolve.
  • Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
  • Follows processes provided by the business.
  • Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.


Qualifications and Experience:

Required/Minimum Qualifications

  • 2+ years technical support, technical consulting experience, or information technology experience
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field.
  • Business level fluency to read, write and speak English.
  • Business level fluency to read, write and speak Spanish.

Additional Or Preferred Qualifications

  • Microsoft Technology Certifications.
  • Security or fraud experience is a nice to have.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

This job is no longer accepting applications

See open jobs at Microsoft.