Company: Microsoft
Location: Delhi, India
Job Type: Full-Time | Onsite
Industry: Technology | Software | IT Support
About Microsoft
At Microsoft, our mission is to empower every person and organization on the planet to achieve more. We do this through cutting-edge innovation, a commitment to customer success, and a growth mindset culture. With over 17,000 employees globally in our Customer Experience & Success (CE&S) division, we strive to deliver seamless, intelligent support experiences that help our customers get the most out of their Microsoft investments.
Role Overview
We are seeking a Technical Support Engineer to join our Customer Service & Support (CSS) team in Delhi. This role is critical to our mission of ensuring that every Microsoft customer receives swift, secure, and intelligent support when they need it most. You will be the go-to expert, responsible for owning and resolving complex technical issues, collaborating across teams, and improving both the product and support processes.
This position is onsite only and offers excellent opportunities for career development in a fast-paced, innovative, and inclusive environment.
Key Responsibilities
Customer Issue Resolution
- Investigate, diagnose, and resolve technical issues with precision and urgency.
- Own each customer interaction and manage end-to-end case handling to ensure satisfaction.
- Leverage Microsoft troubleshooting tools, logs, and internal documentation to resolve issues quickly and effectively.
Collaboration & Knowledge Sharing
- Work cross-functionally with engineering, product, and other support teams to escalate and resolve complex problems.
- Participate in knowledge-sharing communities and contribute to support forums and internal wikis.
Continuous Learning & Readiness
- Stay current on Microsoft product innovations, tools, and best practices.
- Engage in regular training and certifications to build technical proficiency.
Product & Process Improvement
- Identify recurring issues and recommend product enhancements.
- Provide feedback loops to product teams based on real-world customer insights.
Qualifications
Required:
- Bachelor’s degree in Computer Science, Information Technology, or related field, AND 1+ year of experience in technical support or IT services
OR - 3+ years of hands-on experience in IT, technical consulting, or support roles
OR - Equivalent practical experience in troubleshooting and resolving technical issues
Language Skills:
- Fluent in English (reading, writing, and speaking)
Other Requirements:
- Must pass Microsoft’s Cloud Background Check, both at hire and every two years thereafter
- Must meet Microsoft and government security clearance standards, as applicable
Preferred Skills
- Familiarity with cloud-based services, Microsoft Azure, or Microsoft 365
- Strong analytical thinking and customer empathy
- Proven ability to manage and prioritize multiple issues in a fast-paced environment
Is this a remote or onsite position?
This is a full-time onsite role based in Delhi, India. You will be required to work from Microsoft’s local office.
What kind of technical issues will I be handling?
You will work on a range of Microsoft products and services, assisting users with technical challenges related to cloud platforms, software configurations, and system troubleshooting. Your focus will be on delivering resolution and enhancing the customer experience.
Do I need to know Azure or Microsoft 365 before applying?
While prior experience with Azure or Microsoft 365 is advantageous, it’s not mandatory. However, a strong understanding of IT systems and a willingness to learn Microsoft technologies through internal training is expected.