With more than 45,000 employees and partners worldwide, 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, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

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 customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

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.

Business Integration

• Implements strategic business decisions with customers, partners, and internal teams to increase market share. Influences peers to execute and adopt strategy effectively.

Product & Process Improvement

• Contributes to and/or develops automation techniques and diagnostic tools to improve cross‑group effectiveness.
• Provides feedback to senior engineers and serviceability teams on product functionality based on customer engagements. Shares insights with product groups to drive product improvements.
• Leverages broad product knowledge to assess when features or capabilities require enhancement.
• Participates in case triage meetings and case discussions to share knowledge, accelerate customer resolutions, and improve overall support outcomes. Applies learnings from triage to identify and communicate readiness needs to management or readiness teams.
• Engages with engineering teams to investigate product bugs, clearly articulates business impact, and collaborates with senior stakeholders on fixes.
• Translates customer and support feedback into scalable processes and workflows for effective case resolution.

Readiness

• Implements end‑to‑end readiness programs, including mentoring, leading triages, content creation, brown‑bag sessions, blogs, quality assurance checks, and technical article development.
• Contributes to readiness strategy and content development.
• Mentors Technical Support Engineers and team members across organizations outside of Customer Service and Support (CSS).
• Develops expert‑level competency across assigned support topics.

Response and Resolution

• Acts as a trusted advisor to customers, handling complex, repeatable, escalated, or politically sensitive cases.
• Creates and maintains technical documentation and knowledge base content (internal and/or customer‑facing) to improve customer understanding and self‑service.
• Provides best practices and technical education to help customers proactively prevent future issues.
• Performs complex product troubleshooting and remediation as needed, working closely with development teams to resolve configuration, code, or service‑level issues impacting customers.
• Analyzes problem patterns and identifies workflows to optimize support engineering delivery at the team or regional level.
• Reviews complex, multi‑component issues and engages directly with customers to fully understand impact and scope. Ensures customers are consistently informed on issue status and resolution progress.
• Utilizes advanced troubleshooting tools (e.g., event logs, performance traces) to diagnose and resolve customer issues.
• Collaborates across teams and products, partnering with support engineering, product groups, services teams, and account teams to resolve complex technical challenges.

Other

• Embodies Microsoft’s culture and values

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
  o OR 3+ years of technical support, technical consulting experience, or information technology experience
  o OR equivalent experience.

• 3+ years of technical support experience on Windows OS, including diagnosing, troubleshooting, and repairing systems unable to start Windows. Experience with CPU issues, memory management, Windows Shell configuration and management, and use of diagnostic tools such as Windows Performance Recorder (WPR), PerfMon, Logman, Windows Event Logs, and Sysinternals. Strong knowledge of troubleshooting application and system hangs/crashes, with a solid foundation in Windows internals/architecture and Windows system administration and configuration.

• Business-level fluency in English (reading, writing, and speaking)

Automation & Collaboration

• Automation: experience supporting Copilot / AI tools, documentation, and process improvement
• Strong business knowledge, community participation, and collaboration with colleagues
• English language: fluent in reading, writing, and speaking

Performance & Debugging

• Excellent knowledge of Windows boot stages, with a proven ability to diagnose, troubleshoot, and repair systems unable to start Windows
• Proven ability to troubleshoot high CPU utilization scenarios, including advanced cases where CPU bottlenecks occur without elevated usage; able to correlate performance counters, context switches, queuing, and thread behavior to accurately determine root causes
• Skilled in interpreting and providing accurate diagnostics using real-time data collection tools such as WPR, PerfMon, Logman, Windows Event Logs, and Sysinternals utilities
• Windows debugging (WinDbg): demonstrated ability to analyze memory dumps to identify performance issues such as CPU bottlenecks, memory depletion, process crashes, and system-level failures
• Advanced knowledge of Windows memory management concepts (reserve/commit, working set, private bytes, paged and non-paged pools, etc.)
• Strong troubleshooting methodologies for common performance issues, including application hangs/crashes and system hangs/crashes
• In-depth understanding of process and thread management, thread scheduling, memory management, IRPs, system worker threads, and synchronization objects (events, mutexes, semaphores, etc.)
• Hands-on experience troubleshooting hangs, crashes, and performance issues using PerfMon and other diagnostic tools
• Experience using advanced troubleshooting tools such as XPERF, WPR, Procmon, Handle.exe, LogParser, Procdump, and similar utilities

Domain, Labs & Core Windows

• Experience working with customer solutions and environments
• Excellent understanding of Windows domain environments, including the ability to build labs with domain controllers, users, groups, and Group Policy Objects (GPOs) to replicate customer scenarios
• Deep technical expertise in the Windows operating system, with a solid foundation in Windows internals/architecture and Windows system administration and configuration

Other Desired Qualifications (Plus)

Language

• Portuguese: fluent in reading, writing, and speaking

Shell, UX & App Experience

• Windows Shell configuration and management
• Strong understanding of Windows Modern Apps installation, configuration, and troubleshooting, including UWP deployment stages such as AppX packaging, AppReadiness, and activation processes. Ability to determine appropriate data collection tools based on the Modern App scenario.
• Strong ability to diagnose issues in key Windows Shell components, including Microsoft Store, Windows Search, Language Packs, Time Zones, and File Type Associations (FTAs)

Cross-Platform & Open Source

• Desirable Linux knowledge, including the ability to review configuration files, analyze logs, understand file system structures, and perform basic command-line operations
• Deep knowledge of OpenSSH, with experience diagnosing, configuring, and resolving issues across Windows and Linux environments. Solid understanding of asymmetric key integration for secure authentication in hybrid environments
• Open source integration: integration across Linux/WSL, GitHub, and open-source tools within the Microsoft ecosystem

Other Requirements

• Ability to meet Microsoft, customer, and/or government security screening requirements. This includes, but is not limited to, passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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