Technical Support Engineer

Responsibilities

• Resolves complex technical issues and scenarios through performing thorough analysis.
• Led investigations, using analytics tools and AI-supported deep diagnostics to validate findings.
• Models all case handling standards with a continuous focus on speed and quality.
• Handles complex customer scenarios through collaboration.
• Identifies potential defects or complex issues and escalates them to senior engineers for resolution.
• Proactively engages customers to understand and resolve their issue, demonstrating CARES behaviors.
• Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution.
• Mentors others on AI-assisted troubleshooting and case quality.
• Drives improvements in case quality, consistency, and troubleshooting practices.
• Pairs across teams to address issue trends.
• Identifies recurring issues with help from pattern detection tools.
• Proposes process improvement ideas informed by available tools.
• Stays up to date on readiness content, including AI supported learning modules.
• Improves documentation quality with tool-based suggestions.
• Uses approved knowledge sources.
• Creates readiness content and shares knowledge with peers.
• Uses AI and other tools to improve technical knowledge.
• Applies secure troubleshooting practices.
• Ensures documentation meets compliance.
• Completes all required security, compliance and privacy trainings in accordance with standards.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.