Job Description
The Outlook for iOS and Android team is changing the way Microsoft provides support to customers. Our team is the support resource for the Outlook Mobile product group, engaging with Microsoft Commercial Support engineers on enterprise escalations. Our goal is simple: Delight and retain our users with fantastic support. We are looking for a support engineer to join our small yet highly visible and fast-growing team.
Our product team is fast paced with a lightweight agile process, and we ship one new release each week. Our support organization is embedded within engineering, allowing us to react quickly to issues and feedback from users. We make design decision collaboratively and we iterate quickly. We keep alive an inherently startup-like risk-taking culture, but we also take the responsibility seriously to carry one of the world’s most recognizable software brand names - Outlook.
Responsibilities
Responsibilities:
- Respond to enterprise escalations on behalf of the Outlook for iOS and Android product team. Partner with Microsoft’s Premier CSS organization to resolve customer issues.
- Troubleshoot deep technical issues affecting the Outlook Mobile platform and services.
- Engage on high priority and critical escalations. Collaborate with developer resources to identify solutions for trending issues.
- Represent the Outlook for iOS and Android product team on calls and discussions with Microsoft account teams.
- Partner with other Microsoft service and product teams to resolve external issues affecting Outlook for iOS and Android users.
- Assist with triaging product bugs on a weekly basis.
- Participate in on-call shifts during standard US hours.
Qualifications
Qualifications:
- Knowledge of email and calendar protocols a plus
- Ability to independently solve complex problems
- Ability to set and manage appropriate expectations especially when under pressure
- Resourceful, enthusiastic, motivated and self-driven
- Strong communication skills and ability to work across multiple disciplines and functions
- BS in Computer Science or related field, or equivalent experience
Successful candidates will be those who understand and have experienced at least one full product cycle, are effective at written and oral communication including cross-group, and are passionate about investigating and resolving deep technical issues. Bachelor’s Degree in Computer Science or equivalent preferred, as is 2 years’ prior experience with Support Engineering covering 1+ iterations of an application lifecycle.
Come help us build a new and outstanding service from the ground up!
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.
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