Technical Support Engineer - SCIM

📍 Job Overview

• Job Title: Technical Support Engineer - SCIM
• Company: Microsoft
• Location: Amman, Amman, Jordan
• Job Type: Full-Time
• Category: Technical Support Engineer
• Date Posted: 2025-07-30
• Experience Level: Entry Level (0-2 years)
• Remote Status: On-site (with up to 100% remote work flexibility)

🚀 Role Summary

• 📝 Enhancement Note: This role focuses on customer success through technical issue resolution, leveraging Microsoft's AI technology. It offers career growth opportunities and the chance to develop problem-solving, collaboration, and research skills.

• Key web technology aspect 1: Own, troubleshoot, and solve customer technical issues, driving customer success through seamless support experiences.

• Key web technology aspect 2: Leverage Microsoft's AI technology to resolve issues quickly and securely, preventing future problems and maximizing customer value.

• Key web technology aspect 3: Collaborate with cross-functional teams to ensure consistent customer experiences across Microsoft's portfolio of solutions and products.

• Key web technology aspect 4: Contribute to Microsoft's mission to empower every person and organization on the planet to achieve more by delivering exceptional customer support.

💻 Primary Responsibilities

• Web technology responsibility 1: Troubleshoot and resolve customer technical issues, ensuring customer satisfaction and trust in Microsoft products and services.
• Web technology responsibility 2: Collaborate with internal teams to identify trends, improve support processes, and enhance customer experiences.
• Web technology responsibility 3: Leverage Microsoft's AI technology to drive proactive support, predict customer needs, and prevent issues before they occur.
• Web technology responsibility 4: Contribute to a culture of continuous learning and improvement, staying up-to-date with the latest Microsoft technologies and best practices.
• Web technology responsibility 5: Work with customers to understand their needs, document issues, and provide clear, concise solutions and workarounds.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Experience: 0-2 years of experience in technical support, customer service, or a related role.

Required Skills:

• Problem-solving skills: Ability to analyze complex technical issues, identify root causes, and implement effective solutions.
• Collaboration skills: Strong communication and teamwork skills to work effectively with customers and internal teams.
• Research skills: Proficient in using various resources and tools to gather information and resolve technical issues.
• Customer success mindset: Passionate about delivering exceptional customer experiences and driving customer satisfaction.

Preferred Skills:

• Familiarity with Microsoft products and services: Knowledge of Microsoft's portfolio of solutions and products is a plus.
• Experience with AI technology: Understanding of AI and its applications in customer support is beneficial.
• Fluency in multiple languages: Ability to communicate effectively with customers in multiple languages is an asset.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Customer support case studies: Document successful customer support cases, highlighting your problem-solving skills, communication, and customer success focus.
• Technical documentation: Provide examples of technical documentation, such as knowledge base articles or troubleshooting guides, demonstrating your ability to clearly explain complex technical concepts.
• Customer feedback: Share customer feedback and testimonials that highlight your impact on customer satisfaction and success.

Technical Documentation:

• Support process improvement: Describe any initiatives you've led or contributed to that improved support processes or enhanced customer experiences.
• AI integration: Explain how you've leveraged AI technology to drive proactive support, predict customer needs, or resolve issues more efficiently.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be around 1,200 - 1,800 JOD (Jordanian Dinar) per month, based on regional web development industry standards and cost of living in Amman, Jordan.

Benefits:

• Health insurance: Microsoft offers comprehensive health insurance plans for employees and their families.
• Retirement savings: Employees can participate in Microsoft's 401(k) plan with company matching contributions.
• Employee stock purchase plan: Microsoft offers an employee stock purchase plan, allowing employees to purchase Microsoft stock at a discount.
• Time off: Microsoft provides competitive time off benefits, including vacation, sick leave, and holidays.
• Professional development: Microsoft supports employee growth through training, certifications, and career development opportunities.

Working Hours: Full-time employees typically work 40 hours per week, with flexible scheduling options available. Some evening and weekend work may be required to support customers in different time zones.

🎯 Team & Company Context

🏢 Company Culture

Industry: Microsoft operates in the technology industry, with a focus on developing, manufacturing, licensing, and supporting a wide range of software products and services.

Company Size: Microsoft is a large multinational corporation with over 180,000 employees worldwide, providing extensive opportunities for growth and collaboration.

Founded: Microsoft was founded in 1975 by Bill Gates and Paul Allen, with a mission to empower every person and every organization on the planet to achieve more.

Team Structure:

• Web technology team aspect 1: The Customer Service & Support (CSS) team consists of various roles, including Technical Support Engineers, Customer Success Managers, and Support Specialists, working together to deliver seamless customer experiences.
• Web technology team aspect 2: The CSS team is part of the broader Customer Experience and Success (CE&S) organization, which is responsible for all up services across Microsoft's portfolio of solutions and products.
• Web technology team aspect 3: The CSS team collaborates closely with other Microsoft teams, such as engineering, product, and marketing, to ensure consistent customer experiences across all Microsoft products and services.

Development Methodology:

• Development process 1: Microsoft follows Agile methodologies, with a focus on continuous improvement, customer feedback, and iterative development.
• Development process 2: The CSS team uses a ticket-based system to manage customer issues, with a focus on efficient resolution, customer satisfaction, and process improvement.
• Development process 3: Microsoft leverages AI and data analytics to drive proactive support, predict customer needs, and enhance customer experiences.

Company Website: Microsoft

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level position in the technical support field, offering opportunities for career growth and development within Microsoft's Customer Service & Support organization.

Reporting Structure: Technical Support Engineers report directly to the Support Manager, who is responsible for overseeing the team's performance, providing guidance, and driving continuous improvement.

Technical Impact: Technical Support Engineers play a critical role in ensuring customer satisfaction and trust in Microsoft products and services by resolving technical issues quickly and effectively. Their work directly impacts the overall customer experience and Microsoft's reputation.

Growth Opportunities:

• Growth opportunity 1: With experience and strong performance, Technical Support Engineers can progress to senior support roles, team lead positions, or move into other areas of the CE&S organization, such as customer success or consulting.
• Growth opportunity 2: Microsoft offers various training and certification programs to help employees develop their skills and advance their careers, including technical, leadership, and soft skills development.
• Growth opportunity 3: As a large organization, Microsoft provides numerous opportunities for employees to explore different roles, teams, and products, fostering continuous learning and growth.

🌐 Work Environment

Office Type: Microsoft's Amman office is a modern, collaborative workspace designed to foster innovation, creativity, and teamwork. The office features open workspaces, meeting rooms, and recreational areas to support employee well-being and productivity.

Office Location(s): Microsoft's Amman office is located in the Abdali district, offering easy access to public transportation, restaurants, and other amenities.

Workspace Context:

• Workspace aspect 1: The CSS team works in an open, collaborative environment, with a focus on knowledge sharing, peer support, and continuous learning.
• Workspace aspect 2: Employees have access to the latest tools and technologies to support their work, including high-quality hardware, software, and collaboration platforms.
• Workspace aspect 3: Microsoft's Amman office encourages cross-functional collaboration, with regular team-building activities, social events, and community involvement initiatives.

Work Schedule: This role offers flexible scheduling options, with the ability to work up to 100% remotely. Employees typically work 40 hours per week, with some evening and weekend work required to support customers in different time zones.

📄 Application & Technical Interview Process

Interview Process:

• Process step 1: Applicants will participate in a phone or video screen with a CSS team member to discuss their background, experience, and fit for the role.
• Process step 2: Successful candidates will be invited to an in-depth technical interview, focusing on problem-solving skills, customer success mindset, and familiarity with Microsoft products and services.
• Process step 3: Applicants will have the opportunity to meet with the Support Manager and other team members to discuss the team's dynamics, culture, and growth opportunities.
• Process step 4: Final candidates will be evaluated based on their technical skills, cultural fit, and potential for success in the role.

Portfolio Review Tips:

• Portfolio tip 1: Highlight your problem-solving skills and customer success focus by sharing customer support case studies and testimonials.
• Portfolio tip 2: Demonstrate your technical proficiency by providing examples of technical documentation, such as knowledge base articles or troubleshooting guides.
• Portfolio tip 3: Showcase your ability to work effectively with customers by sharing examples of positive customer feedback and successful issue resolution.

Technical Challenge Preparation:

• Challenge preparation 1: Familiarize yourself with Microsoft's portfolio of products and services, focusing on the areas relevant to the role.
• Challenge preparation 2: Brush up on your problem-solving skills and be prepared to discuss your approach to resolving complex technical issues.
• Challenge preparation 3: Practice communicating effectively with customers, demonstrating empathy, active listening, and clear, concise explanations of technical concepts.

ATS Keywords: [List of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable to this role, as it focuses on customer support rather than web development.

Backend & Server Technologies: Not applicable to this role, as it focuses on customer support rather than server administration.

Development & DevOps Tools:

• Development tool 1: Microsoft's support ticketing system, used to manage customer issues and track resolution progress.
• DevOps tool 2: AI-powered tools and platforms used to drive proactive support, predict customer needs, and enhance customer experiences.
• Monitoring tool 3: Microsoft's customer support analytics tools, used to monitor performance, identify trends, and make data-driven decisions.

👥 Team Culture & Values

Web Development Values:

• Web development value 1: Customer obsession: Microsoft prioritizes customer success and satisfaction, ensuring that every customer has a seamless, positive experience with Microsoft products and services.
• Web development value 2: One Microsoft: Microsoft fosters a culture of collaboration and teamwork, with a focus on breaking down silos and working together to achieve common goals.
• Web development value 3: Growth mindset: Microsoft encourages continuous learning, experimentation, and iteration, with a focus on driving personal and professional growth.
• Web development value 4: Inclusive culture: Microsoft values diversity, inclusion, and belonging, creating an environment where everyone can thrive and contribute to the company's success.

Collaboration Style:

• Collaboration approach 1: Cross-functional collaboration: The CSS team works closely with other Microsoft teams, such as engineering, product, and marketing, to ensure consistent customer experiences across all Microsoft products and services.
• Collaboration approach 2: Knowledge sharing: Microsoft encourages employees to share their knowledge and expertise with their colleagues, fostering a culture of continuous learning and improvement.
• Collaboration approach 3: Customer-centric focus: The CSS team is dedicated to understanding customer needs, anticipating their requirements, and delivering exceptional customer experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Web development challenge 1: Troubleshooting complex technical issues and identifying root causes in a timely and efficient manner.
• Web development challenge 2: Working with customers from diverse backgrounds and technical proficiency levels, tailoring communication and support strategies to meet their unique needs.
• Web development challenge 3: Staying up-to-date with Microsoft's rapidly evolving portfolio of products and services, and adapting support strategies to reflect these changes.
• Web development challenge 4: Leveraging AI technology to drive proactive support, predict customer needs, and enhance customer experiences.

Learning & Development Opportunities:

• Learning opportunity 1: Microsoft offers various training and certification programs to help employees develop their skills and advance their careers, including technical, leadership, and soft skills development.
• Learning opportunity 2: The CSS team encourages knowledge sharing and continuous learning, with regular team meetings, workshops, and training sessions.
• Learning opportunity 3: Microsoft provides opportunities for employees to explore different roles, teams, and products, fostering continuous learning and growth.

💡 Interview Preparation

Technical Questions:

• Technical question 1: Describe a complex technical issue you've resolved in a previous role and walk us through your problem-solving process.
• Technical question 2: How do you approach working with customers who have limited technical proficiency, and how do you ensure they understand the solutions you provide?
• Technical question 3: How have you used data and analytics to drive process improvement or enhance customer experiences in a previous role?

Company & Culture Questions:

• Technical question 4: How do you align with Microsoft's customer obsession value, and how have you demonstrated this in a previous role?
• Technical question 5: Describe a time when you had to collaborate with a cross-functional team to resolve a complex customer issue, and how did you ensure a successful outcome?
• Technical question 6: How do you stay up-to-date with Microsoft's rapidly evolving portfolio of products and services, and how do you adapt your support strategies to reflect these changes?

Portfolio Presentation Strategy:

• Presentation strategy 1: Highlight your problem-solving skills and customer success focus by sharing customer support case studies and testimonials.
• Presentation strategy 2: Demonstrate your technical proficiency by providing examples of technical documentation, such as knowledge base articles or troubleshooting guides.
• Presentation strategy 3: Showcase your ability to work effectively with customers by sharing examples of positive customer feedback and successful issue resolution.

📌 Application Steps

To apply for this technical support engineer position:

• Concrete preparation step 1: Tailor your resume and cover letter to highlight your problem-solving skills, customer success mindset, and familiarity with Microsoft products and services.
• Concrete preparation step 2: Prepare for the technical interview by brushing up on your problem-solving skills, customer communication strategies, and familiarity with Microsoft's portfolio of products and services.
• Concrete preparation step 3: Research Microsoft's company culture, values, and commitment to customer success, and be prepared to discuss how you align with these principles.
• Concrete preparation step 4: Prepare a portfolio of customer support case studies, technical documentation, and customer feedback that demonstrates your skills and accomplishments in the field of technical support.

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