Support Engineer, Developer Web Apps
Microsoft
Charlotte, NC
Support Engineer – Developer Web Applications

The Support Engineer is a trusted advisor to the Developer Community where you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer and the value of our Microsoft solutions. You will have a chance to solve technically complex problems for the some of the world’s largest companies, as well as smaller companies on the leading edge of their industry.

Customer Service & Support

Do you want to empower every person and every organization on the planet to achieve more?
Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products. Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness. Our culture is built around attributes that drive our every decision and our every action:

Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
About the Role… Support Engineers (SE) serve as frontline technical resources for Microsoft’s customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

Responsibilities
You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Core Responsibilities:
Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
Act internally as a customer advocate.
Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
Advise customers on how to gain additional value from their Microsoft products.
Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Qualifications

Required Qualifications:
Two or more years of experience in software development or developer support using Microsoft Internet Information Services, ASP.NET, C#, .Net Framework, or MVC as follows

Developer technologies and tools targeting web applications and business services hosted in IIS (Internet Information Server)
NET, ASP.NET Core, MV
Programming language (C#.Net)
Windows Architecture (Network trace analysis, Windows authentication/Active Directory/Certificates & Windows Internals)
Debugging skills

Preferred Qualifications:
1+ years in a customer facing service role in any capacity
Bilingual – preferred though not required: Spanish, French, German, Italian, Portuguese, traditional Chinese, Korean, Japanese
BS Degree in computer science, or equivalent working experience.

Technical Acumen:
We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with effort and persistence. Also helpful is a strong technical background, experience, and knowledge in the areas noted below

Thorough troubleshooting, debugging, and problem-solving skills in IIS, ASP.NET.
Excellent skills in C# and .NET
Broad experience in web development with excellent knowledge of ASP.NET (C#)
Deep understanding of HTTP and other application layer protocols
Good understanding of networking fundamentals, including network, transport and security layers, specifically including TCP/IP, FTP, SSL/TLS protocols
Basic knowledge of symmetric and asymmetric cryptography principles, with experience in working with a PK
Basic understanding of claims-aware web authentication protocols
Basic understanding of Windows Server architecture
Experience in web application and .NET debugging or architectural fundamentals
Experience with web deployment and web server administration
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check every two years.

Please note that working hours might change according to business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.

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/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.