The Outlook for Mac team has changed the way Microsoft provides support to end users. Our in-app support model removes the guesswork found in existing processes and allows agents to use real data to fix issues quickly and efficiently. Our goal is simple: Delight and retain our users with fantastic support. We are looking for a Mac support engineer to join our small yet highly visible and fast-growing team.

Our product team is fast-paced with a lightweight agile process, and we ship one new production release each month. Our support organization is embedded within engineering, allowing us to react quickly to issues and feedback from users. We make design decisions collaboratively and we iterate quickly. We keep alive an inherently startup-like risk-taking culture but we also take the responsibility seriously to carry one of the world’s most recognizable software brand names - Outlook.

Responsibilities

• Assist with overseeing a 24x7 support organization dedicated to Outlook for Mac.
• Troubleshoot deep technical issues affecting Outlook for Mac. Engage and assist the product team with troubleshooting & resolving major product escalations.
• Oversee trend identification, bug prioritization and resolution from a support perspective; provide insight and updates to support agents while acting as a conduit between agents and engineering.
• Develop a deep understanding of Outlook for Mac and the underlying services that power the client. Become a subject matter expert on how the client operates.
• Discover customer pain points and build automated support solutions that help users resolve them. Continuously improve on existing solutions as Outlook evolves.
• Partner with engineering and PMs to continuously improve our support offerings and services.
• Share and execute ideas on how to enhance our support offerings through our various channels, including FAQs, automated resolutions, error handling, and client logging.
• Partner with colleagues and team leads to maintain support quality with a focus on SLA, NSAT and average time to resolve.
• Assist with triaging product bugs on a weekly basis.
• Build, deliver, and revise reports for engineering that focus on product and support health. Review customer sentiment and feedback to uncover customer pain points and bugs.
• Manage individual agents’ engagement with Outlook for Mac support, including adding/removing agents from the program. Provide coaching/feedback to agents and team leads regarding support quality.

Qualifications

• 2+ years in a customer-facing support role covering at least one iteration of a product cycle. Experience with supporting Mac products is preferred.
• Knowledge of email, calendar and contact protocols (IMAP, EAS, EWS, etc…) a huge plus.
• Knowledge of device management services (MDM, MAM) a plus.
• Ability to independently solve complex problems.
• Ability to set and manage appropriate expectations especially when under pressure.
• Ability to simplify and explain complicated scenarios to audiences of varying technical levels.
• Resourceful, enthusiastic, motivated and self-driven.
• Strong communication skills and ability to work across multiple disciplines and functions
• BS in Computer Science or related field, or equivalent experience

Successful candidates will be those who understand and have experienced at least one full product cycle, are effective at written and oral communication including cross-group, and are passionate about empowering users through proactive and reactive support initiatives. Bachelor’s Degree in Computer Science or equivalent preferred, as is 2 years’ prior experience with Support Engineering covering 1+ iterations of an application lifecycle.

Come help us build an outstanding support service!

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.