Entry Level Technical Support Engineer

Entry Level Technical Support Engineer

Mexico City, México

Job description

Company and benefits

Job number

200061951

Date posted

Oct 14, 2026

Work site

Fully on-site

Travel

Less than 25%

Profession

Customer Success

Discipline

Cloud Solution Architecture

Role type

Individual Contributor

Employment type

Full-Time

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, 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.

This role is Microsoft onsite only.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. 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.

Responsibilities

• Product/Process Improvement

• Uses available tools to deliver solutions for customer issues of limited scope.

• Identifies potential defects and escalates to more sr engineers to resolve.

• Follows processes provided by the business.

• Provides feedback to improve products to more sr engineers or technical advisors.

• Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.

• Readiness

• Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.

• Response and Resolution

• Reviews issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

• Handles customer issues through collaboration, resolution, or escalation. Documents technical work and research.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

• Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.

Qualifications

• Re