Technical Support Engineering IC3

Join a team built around resolving high-impact technical problems for Microsoft cloud partners. This onsite role in Charlotte, NC focuses on owning the most complex CSP (Cloud Solution Provider) partner support escalations while partnering across groups to improve how issues are handled. Alongside customer outcomes, you will contribute to readiness efforts and help shape product improvements through investigation, automation, and diagnostic tooling.

Base pay range: USD $70,500 - $139,700 per year across the U.S. Location-specific ranges may apply. For the San Francisco Bay area and New York City metropolitan area, the base pay range is USD $95,000 - $153,200 per year. Certain roles may be eligible for additional benefits and compensation: https://careers.microsoft.com/us/en/us-corporate-pay.

What you’ll do

• Own, investigate, and resolve complex customer technical issues, advising customers and collaborating across teams using troubleshooting tools and established practices.
• Lead knowledge sharing through peer delivery roles and readiness programs, including technical coaching and mentoring of others.
• Build deeper technical and professional proficiency through training and readiness to handle complex customer scenarios.
• Work with Microsoft Engineering and Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools that improve Microsoft products and supportability.

What you bring

• A Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting, or information technology experience.
• OR 3+ years of technical support, technical consulting, or information technology experience.
• OR equivalent experience.
• Ability to meet Microsoft, customer and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
• Experience managing complex technical escalations across multiple stakeholders, teams, and technologies.
• Troubleshooting and root cause analysis skills in complex cloud, commerce, identity, or enterprise environments.
• Ability to influence stakeholders and drive resolution across engineering, operations, support, and business organizations without direct authority.
• Professional communication skills, translating technical issues, risk, and business impact for both technical and non-technical audiences.

Preferred

• Experience supporting CSP, Partner Center, Microsoft Commerce, or similar cloud services platforms.
• Experience supporting licensing, subscriptions, billing, provisioning, identity, or access management technologies.
• Experience leading critical customer or partner escalations with significant business impact.
• Experience driving serviceability, operational excellence, process improvements, or supportability initiatives.

Location and timeline

Location: Charlotte, NC (onsite).
Application timeline: Open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.