Technical Support Engineer

Technical Support Engineer – Azure – Microsoft Power Platform Community Overview 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 Microsoft’s products and services. CE&S drives cross‑company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in‑product, digital, or human‑centered. Within CSS, our Digital Transformation Platform (DTP) group delivers world‑class support for our global customers on their digital transformation journey across Data Analytics, AI, IoT, Power Platform, SQL, Dynamics 365, and Power BI. Responsibilities Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience. Build solutions, create tools, and automate issue detection and diagnosis to enable customers or support to self‑resolve issues. Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow (e.g., self‑healing mechanisms, self‑serve, transparency, automation). Contribute to product improvements by filing impactful bugs, design change requests and helping developers fix them for production release, preventing customer impact. Act as a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, suggesting changes to future versions to better equip support teams, partners, and customers. Partner with engineering leadership for strategic technical, architectural and design discussions, driving Azure Diagnostics/UDE tool creation and usage worldwide; bring the customer voice to impactful decisions. Work effectively in challenging situations, exhibiting flexibility, and tolerating ambiguity and uncertainty. Frame and communicate issues and recommendations clearly, with exceptional attention to detail, building broad relationships with influencers to impact key business results. What You'll Do Work directly with our Azure Databricks Product Group to provide world‑class engineering support at a product component level. Perform complex product debugging and remediation when needed; work alongside development teams to drive support incident resolution for configuration, code, or other service deficiencies impacting customers. Apply code skills and understanding to efficiently resolve support issues, though coding is not required. Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. Provide periodic on‑call rotation (low frequency) service as primary response to service escalations. Qualifications Bachelor’s degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR 7+ years of technical support, technical consulting experience, or information technology experience. OR equivalent experience. 3+ years of customer‑facing or support role experience in technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting. 2+ years of experience in Microsoft Azure Platform Azure Networking Services, Azure Virtual Machine, Azure Storage Microsoft Azure Analytics – Azure Databricks Java, JavaScript, Python, R, Scala, REST concepts, PowerShell Development tools, languages, processes, methods, troubleshooting Data Integration solutions and services Open‑Source technology (preferred) Service engineering and/or DevOps at internet scale involving user data and/or software development for an enterprise level product Superior problem‑solving and troubleshooting skills; ability to use various data collection tools and methodologies to analyze problems and develop solutions. BS in computer science or engineering or equivalent industry experience is preferred. Location & Eligibility Open to Australian citizens or permanent residents who are legally entitled to work in Australia without any restrictions. Availability & Working Hours Weekend shift and outside office hours on‑call rotation coverage required. This role is flexible, allowing up to 50% of the time to work from home. Equal Employment Opportunity Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits Benefits and perks may vary depending on the nature of employment with Microsoft and the country where you work. #J-18808-Ljbffr