Technical Support Engineer - Exchange

This Support Engineer SE role is focused on resolving complex customer support incidents related to the Microsoft 365 platform, including Exchange Online and hybrid environments. The position follows a 24x7 shift model and requires strong troubleshooting, clear communication, and accurate case documentation.

Onsite Location

Bellevue, WA (onsite)

Compensation

USD 65,000 - 70,000 per year

Role Responsibilities

• Resolve complex support incidents related to customer use of the Microsoft 365 platform
• Support customers via telephone and email
• Escalate issues quickly when deeper, specific skills or additional capabilities are required
• Apply knowledge of Microsoft 365 architecture and offerings to drive customer resolution and provide proactive recommendations
• Maintain excellent case documentation
• Handle challenging and politically sensitive customer situations

Required Experience and Education

• 2 to 3 years of Technical Support experience, including a customer-facing or customer technical support role
• Graduate education

Required Skills and Technical Requirements

• Knowledge of Exchange Online Administration
• Experience with Hybrid Exchange Environments
• Mail flow troubleshooting experience
• Provisioning and directory synchronization troubleshooting experience
• Calendaring troubleshooting experience
• Experience using Exchange Online Management PowerShell
• Mandatory Skills: Exchange Onpremise / Hybrid

Additional Technical Exposure (Nice to Have)

• MailBox Migration troubleshooting experience
• Bookings troubleshooting experience
• Outlook Client troubleshooting experience
• Authentication and OAuth troubleshooting experience
• Experience with licenses in M365

Communication and Collaboration Requirements

• Maintain effective, polished customer interactions to gather information quickly
• Explain customer responsibilities for resolving issues and communicate next steps and status
• Inspire confidence through clear updates during support engagements
• Handle challenging and politically sensitive situations using available resources
• Communicate effectively with Support teams on complex issues
• Demonstrate excellent spoken and written English communication skills
• Demonstrate troubleshooting, logical and critical thinking, and cross-team collaboration
• Show a passion for technology and customer support

Language

• Fluency in English

Tools and Technologies

• Microsoft 365
• Exchange Online
• Hybrid Exchange
• Exchange Online Management PowerShell
• OAuth
• Microsoft Exchange Online Management PowerShell

Work Schedule

The team operates on a 24x7 shift model. Flexibility is required to cover holidays and weekends based on the MS roster.

Benefits

• Comprehensive Medical Plan covering Medical, Dental, and Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave