Overview Microsoft Customer and Partner Solutions-Core (MCAPS) accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Perform deep troubleshooting across Partner Center, identity and access, tenant and partner relationships, subscriptions, licensing, billing, commerce transactions, APIs, service integrations, and dependent cloud services.

Develop and validate mitigations, workarounds, and recovery guidance while managing technical risk and customer impact.

Maintain rigorous case documentation, including investigation findings, decisions, owners, dependencies, risks, and next steps.





Lead technical collaboration across frontline support, engineering, operations, incident management, and product teams.

Translate complex technical findings into clear, audience-appropriate updates for partners, customers, support leaders, and engineering stakeholders.

Provide technical coaching and escalation guidance to peers and frontline engineers.

Serve as a trusted technical advisor while balancing partner needs, service integrity, security, and Microsoft business requirements.

Develop and maintain expertise across CSP, Partner Center, identity and access management, security, commerce, and related Microsoft cloud technologies.

Participate in technical communities, readiness programs, case reviews, and knowledge-sharing initiatives.

Create and improve troubleshooting guidance, knowledge articles, diagnostic playbooks, and reusable technical assets.

Mentor peers and contribute to onboarding, coaching, and technical capability development.

Identify product defects, service gaps, recurring failure patterns, and supportability opportunities through case analysis and partner feedback.

Work with engineering and product teams to improve diagnostics, reliability, documentation, and the end-to-end partner experience.

Contribute to automation, self-help, case deflection, and operational improvements that reduce avoidable support demand.

Use data and case trends to recommend durable corrective actions and measure whether improvements achieve the intended outcome.

3+ years of experience in technical support, technical consulting, cloud services, systems administration, identity management, security, or a related technical field; or a bachelor’s degree in Computer Science, Information Technology,



or a related field and 1+ year of relevant experience.

- Demonstrated experience owning complex customer or partner escalations and driving issues through cross-team resolution.
- Clear written and verbal communication skills, including the ability to explain technical issues, business impact, risk, and next steps to varied audiences.
- Ability to prioritize effectively, operate in ambiguity, and maintain accountability in a rapid-paced support environment.
- Fluency in English for professional reading, writing, and speaking
- Experience supporting Microsoft Partner Center, the Cloud Solution Provider program, Microsoft 365, Azure, MAICPP or Marketplace
- Experience troubleshooting cloud commerce scenarios involving customer acquisition, subscriptions, licensing, billing, invoicing, reconciliation, renewals, or transaction failures.
- Experience partnering directly with engineering or product teams to investigate defects and improve service supportability.
- Experience creating technical documentation, leading case reviews, mentoring engineers, or contributing to support readiness.
- Relevant Microsoft or industry technical certifications.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

---Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

📌 ICT Support Engineer - Maternity Cover (Secunderabad)
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