Technical Support Engineer at Microsoft

📍 Job Overview

Job Title: Senior Technical Support Engineer
Company: Microsoft
Location: Amman, Amman, Jordan
Job Type: Full-Time
Category: Technical Support Engineer
Date Posted: August 1, 2025
Experience Level: Mid-Senior level (2-5 years)
Remote Status: Flexible (up to 100% remote)

🚀 Role Summary

Microsoft's Customer Experience and Success (CE&S) organization is seeking a Senior Technical Support Engineer to empower customers and accelerate business value through exceptional customer experiences. This role involves owning, troubleshooting, and solving complex customer technical issues, driving career growth, and deepening technical proficiency.

📝 Enhancement Note: This role requires a strong customer focus, problem-solving skills, and the ability to work effectively in a remote and collaborative environment.

💻 Primary Responsibilities

Customer Issue Resolution: Troubleshoot and resolve complex technical issues faced by Microsoft customers, ensuring high customer satisfaction and trust.
Problem Solving: Leverage strong analytical and problem-solving skills to diagnose and resolve technical problems efficiently.
Collaboration: Work closely with cross-functional teams, including product groups and other support teams, to identify trends, improve processes, and enhance customer experiences.
Documentation: Maintain and update technical documentation, knowledge base articles, and troubleshooting guides to improve support quality and efficiency.
Customer Success: Contribute to Microsoft's mission to empower every person and organization on the planet to achieve more by delivering exceptional customer support.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work effectively under pressure.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 2-5 years of experience in technical support, customer success, or a related role. Proven track record of resolving complex technical issues and delivering exceptional customer support.

Required Skills:

Proven technical troubleshooting skills and a strong customer focus
Excellent communication, collaboration, and problem-solving skills
Strong analytical and research skills
Proficiency in Microsoft products and services
Experience with remote support tools and processes
Fluency in English (additional languages are a plus)

Preferred Skills:

Experience with AI technology and its application in customer support
Familiarity with Agile methodologies and customer success principles
Knowledge of Microsoft's Customer Service & Support (CSS) processes and tools
Experience working in a remote or virtual team environment

📝 Enhancement Note: Candidates with experience in a customer-facing role, particularly in a technical support capacity, are strongly encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: While not required, having a portfolio showcasing previous technical support projects, case studies, or customer success stories can strengthen your application.

Technical Documentation:

Familiarity with creating and maintaining technical documentation, knowledge base articles, and troubleshooting guides
Experience with customer support ticketing systems and tools

💵 Compensation & Benefits

Salary Range: The salary range for this role in Amman, Jordan, is typically between 1,500 - 2,500 JOD (Jordanian Dinars) per month, depending on experience and qualifications. This is based on market research and industry standards for mid-senior level technical support roles in the region.

Benefits:

Competitive salary and benefits package
Comprehensive health insurance
Retirement savings plan with company match
Generous time off and leave policies
Employee stock purchase plan
Opportunities for career growth and development
A dynamic and inclusive work environment

Working Hours: Full-time position with standard working hours. Flexible working hours may be available, depending on business needs and team agreements.

📝 Enhancement Note: Salary and benefits information are based on market research and industry standards for mid-senior level technical support roles in Amman, Jordan. Actual compensation may vary based on individual qualifications and company discretion.

🎯 Team & Company Context

🏢 Company Culture

Industry: Microsoft operates in the technology industry, focusing on developing, manufacturing, licensing, supporting, and selling computer software, consumer electronics, and services.

Company Size: Microsoft is a large corporation with over 180,000 employees worldwide, providing ample opportunities for career growth and development.

Founded: Microsoft was founded in 1975 by Bill Gates and Paul Allen. The company has since grown into a global leader in the technology industry, with a strong commitment to innovation, customer success, and employee development.

Team Structure: The Customer Experience and Success (CE&S) organization is responsible for all up services across the company, including consulting, customer success, and support. The Customer Service & Support (CSS) team focuses on delivering a seamless support experience for Microsoft's customers.

Development Methodology: Microsoft uses Agile methodologies to drive continuous improvement and innovation in its products and services. The company emphasizes a growth mindset, collaboration, and a customer-centric approach to problem-solving.

Company Website: Microsoft Careers

📝 Enhancement Note: Microsoft's company culture emphasizes a growth mindset, innovation, and customer success. The company values diversity, inclusion, and collaboration, providing a supportive environment for employees to grow and thrive.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the mid-senior level, requiring a strong technical foundation and proven experience in technical support or a related field. The role offers opportunities for career growth, including potential advancement to senior or management roles within the Customer Experience and Success (CE&S) organization.

Reporting Structure: The Senior Technical Support Engineer role reports directly to the Customer Service & Support (CSS) management team. The role may also collaborate with cross-functional teams, including product groups and other support teams, to improve processes and enhance customer experiences.

Technical Impact: This role has a direct impact on Microsoft's customers, ensuring they receive exceptional support and can achieve more with Microsoft's products and services. The role also contributes to improving Microsoft's support processes, documentation, and knowledge base, enhancing the overall customer experience.

Growth Opportunities:

Career Progression: Opportunities for career growth within the Customer Experience and Success (CE&S) organization, including potential advancement to senior or management roles.
Technical Skill Development: Exposure to Microsoft's vast product portfolio and cutting-edge technologies, providing opportunities for continuous learning and skill development.
Leadership Development: Opportunities to develop leadership skills through mentoring, coaching, and team management responsibilities.

📝 Enhancement Note: Microsoft's large and diverse organization provides ample opportunities for career growth and development. The company encourages a growth mindset and supports employees in pursuing their career aspirations.

🌐 Work Environment

Office Type: Microsoft's Amman office is a modern and collaborative workspace, designed to foster innovation, creativity, and teamwork. The office is equipped with state-of-the-art technology and amenities to support employee productivity and well-being.

Office Location(s): Amman, Jordan

Workspace Context:

Collaborative Environment: The office features open-plan workspaces, collaboration areas, and meeting rooms designed to encourage teamwork and knowledge sharing.
Technology & Amenities: The office is equipped with high-speed internet, video conferencing tools, and other technologies to support remote and hybrid work arrangements.
Well-being & Comfort: The office includes amenities such as a cafeteria, fitness center, and relaxation areas to support employee well-being and work-life balance.

Work Schedule: Full-time position with standard working hours. Flexible working hours may be available, depending on business needs and team agreements. The role may require occasional overtime or on-call support to ensure customer issues are resolved promptly.

📝 Enhancement Note: Microsoft's Amman office provides a modern, collaborative, and inclusive work environment designed to support employee productivity, well-being, and growth.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess communication skills, customer focus, and cultural fit.
Technical Assessment: A hands-on technical assessment, focusing on problem-solving, troubleshooting, and customer support skills. This may include case studies, scenario-based questions, or live support simulations.
Behavioral Interview: A structured interview to assess problem-solving skills, customer focus, and cultural fit. This may include behavioral questions, scenario-based questions, or role-play exercises.
Final Interview: A final interview with the hiring manager or a panel of stakeholders to assess overall fit, motivation, and career aspirations.

Portfolio Review Tips:

Highlight previous technical support projects, case studies, or customer success stories that demonstrate your problem-solving skills, customer focus, and ability to deliver exceptional customer support.
Emphasize any experience with Microsoft products, services, or support processes.
Showcase your ability to work effectively in a remote or virtual team environment.

Technical Challenge Preparation:

Brush up on your technical troubleshooting skills and familiarize yourself with Microsoft's product portfolio and support processes.
Practice problem-solving and communication skills through case studies, scenario-based questions, or live support simulations.
Prepare for behavioral interviews by reflecting on your past experiences and developing examples that demonstrate your problem-solving skills, customer focus, and ability to work effectively under pressure.

ATS Keywords: (Organized by category)

Customer Support: Customer success, customer satisfaction, customer experience, customer service, technical support, customer issue resolution
Problem Solving: Troubleshooting, diagnostic, root cause analysis, problem-solving skills, analytical thinking, critical thinking
Collaboration: Teamwork, collaboration, cross-functional teams, stakeholder management, communication, active listening
Microsoft Products & Services: Microsoft 365, Windows, Office, Azure, Dynamics, Microsoft products, Microsoft services
Support Processes: Support ticketing, support case management, support documentation, knowledge base, customer support tools, remote support tools
Soft Skills: Customer focus, customer-centric, customer empathy, customer advocacy, customer-driven, customer-oriented
Industry Terms: Customer Experience and Success (CE&S), Customer Service & Support (CSS), Agile methodologies, customer success principles

📝 Enhancement Note: The interview process for this role is designed to assess problem-solving skills, customer focus, and cultural fit. Candidates should prepare for technical assessments, behavioral interviews, and scenario-based questions that focus on customer support and problem-solving skills.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Ticketing Systems: Microsoft Dynamics 365 Customer Service, ServiceNow, or other customer support ticketing systems
Remote Support Tools: Remote Desktop, TeamViewer, or other remote support tools
Collaboration Tools: Microsoft Teams, Skype for Business, or other collaboration tools

Microsoft Products & Services:

Operating Systems: Windows, macOS, iOS, Android
Productivity & Business Applications: Microsoft 365, Office, Dynamics 365, Power Platform
Cloud Platform: Azure, Microsoft Intune, Microsoft Endpoint Manager
Hardware & Devices: Surface, Xbox, HoloLens, Microsoft Band

📝 Enhancement Note: Familiarity with Microsoft's product portfolio and support processes is essential for success in this role. Candidates should brush up on their knowledge of Microsoft products, services, and support tools to prepare for the technical assessment and interview process.

👥 Team Culture & Values

Microsoft Values:

Customer Obsessed: We prioritize understanding and meeting the needs of our customers.
One Microsoft: We work together as one team, across boundaries, to drive impact and results.
Growth Mindset: We embrace a growth mindset, learning from our experiences and continuously improving.
Inclusive & Diverse: We foster an inclusive culture where everyone can do their best work and thrive.
One Microsoft: We work together as one team, across boundaries, to drive impact and results.
Customer Obsessed: We prioritize understanding and meeting the needs of our customers.

Team Culture:

Collaborative: The Customer Experience and Success (CE&S) organization emphasizes teamwork, collaboration, and knowledge sharing.
Customer-Focused: The Customer Service & Support (CSS) team is dedicated to delivering exceptional customer support and ensuring high customer satisfaction.
Inclusive & Diverse: Microsoft values diversity, inclusion, and belonging. The company fosters an inclusive culture where everyone can do their best work and thrive.
Continuous Learning: Microsoft encourages continuous learning and skill development. The company offers numerous training and development opportunities to support employee growth and career progression.

📝 Enhancement Note: Microsoft's company culture is built on a foundation of customer obsession, growth mindset, and inclusive collaboration. The Customer Experience and Success (CE&S) organization and the Customer Service & Support (CSS) team embody these values, providing a supportive and engaging work environment for employees.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Troubleshoot and resolve complex technical issues faced by Microsoft customers, requiring strong problem-solving skills and a deep understanding of Microsoft products and services.
Support Process Improvement: Identify trends, improve processes, and enhance customer experiences by working closely with cross-functional teams and stakeholders.
Documentation & Knowledge Management: Maintain and update technical documentation, knowledge base articles, and troubleshooting guides to improve support quality and efficiency.

Learning & Development Opportunities:

Microsoft Product Training: Gain exposure to Microsoft's vast product portfolio and cutting-edge technologies, providing opportunities for continuous learning and skill development.
Customer Success Principles: Develop a deep understanding of customer success principles and best practices, enhancing your ability to deliver exceptional customer support.
Leadership Development: Opportunities to develop leadership skills through mentoring, coaching, and team management responsibilities.

📝 Enhancement Note: This role presents numerous technical challenges and learning opportunities. Candidates should be prepared to tackle complex customer issues, support process improvement, and documentation management. The role also offers opportunities for continuous learning, skill development, and career growth.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting complex technical issues, using real-world examples and case studies.
Microsoft Products & Services: Brush up on your knowledge of Microsoft products, services, and support processes. Be prepared to discuss your experience with Microsoft technologies and how you have used them to resolve customer issues.
Problem-Solving Skills: Demonstrate your problem-solving skills through case studies, scenario-based questions, or live support simulations. Be prepared to discuss your approach to problem-solving and how you have applied it in previous roles.

Company & Culture Questions:

Microsoft's Mission & Values: Reflect on Microsoft's mission and values, and be prepared to discuss how you embody these principles in your work.
Customer Success Principles: Demonstrate your understanding of customer success principles and how you have applied them in previous roles.
Teamwork & Collaboration: Be prepared to discuss your experience working in a team environment and how you have collaborated with cross-functional teams to achieve shared goals.

Portfolio Presentation Strategy:

Customer Success Stories: Highlight previous technical support projects, case studies, or customer success stories that demonstrate your problem-solving skills, customer focus, and ability to deliver exceptional customer support.
Microsoft Experience: Emphasize any experience with Microsoft products, services, or support processes, and how you have used them to resolve customer issues.
Communication & Presentation Skills: Prepare a clear and concise presentation that showcases your ability to communicate complex technical concepts effectively and persuasively.

📝 Enhancement Note: The interview process for this role is designed to assess problem-solving skills, customer focus, and cultural fit. Candidates should prepare for technical assessments, behavioral interviews, and scenario-based questions that focus on customer support and problem-solving skills. Familiarize yourself with Microsoft's mission, values, and customer success principles to demonstrate your cultural fit and commitment to customer success.

📌 Application Steps

To apply for this Senior Technical Support Engineer position:

Submit your application through the Microsoft Careers website.
Portfolio Customization: Tailor your portfolio to highlight previous technical support projects, case studies, or customer success stories that demonstrate your problem-solving skills, customer focus, and ability to deliver exceptional customer support.
Resume Optimization: Optimize your resume for web technology roles, emphasizing your technical skills, problem-solving experience, and customer support achievements.
Technical Interview Preparation: Brush up on your technical troubleshooting skills, familiarize yourself with Microsoft's product portfolio and support processes, and practice problem-solving and communication skills through case studies, scenario-based questions, or live support simulations.
Company Research: Research Microsoft's mission, values, and customer success principles to demonstrate your cultural fit and commitment to customer success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer