The Exchange Online Engineer role within the Customer Service & Support team at Microsoft focuses on providing technical expertise for the Enterprise cloud-based Exchange platform. This position involves diagnosing and resolving complex technical issues while ensuring a seamless support experience for enterprise customers. The role requires strong communication skills and a passion for customer success, as well as collaboration with engineering teams. The ideal candidate will have a growth mindset and a commitment to delivering high-quality support.

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience.
• Strong understanding of Exchange Online architecture, PowerShell scripting, and mail flow diagnostics.
• Experience with hybrid Exchange deployments and migrations.
• Familiarity with Microsoft 365 security and compliance features.
• Excellent troubleshooting, communication, and customer service skills.
• Microsoft certifications such as MS-900 and AI-900.
• Experience with Azure AD, Entra ID, and authentication protocols.
• Familiarity with tools like Fiddler, Message Trace, and EXO PowerShell modules.
• 3+ years of experience supporting Microsoft Exchange.

• Resolve complex technical issues and scenarios through thorough analysis.
• Lead investigations using analytics tools and AI-supported deep diagnostics.
• Handle complex customer scenarios through collaboration.
• Identify potential defects or complex issues and escalate them to senior engineers.
• Proactively engage customers to understand and resolve their issues.
• Drive improvements in case quality, consistency, and troubleshooting practices.
• Stay up to date on readiness content, including AI-supported learning modules.
• Apply secure troubleshooting practices and ensure documentation meets compliance.
• Create readiness content and share knowledge with peers.

• Employees at Microsoft are often offered comprehensive, “world-class” benefits—including health and mental-wellness programs, competitive pay with bonuses and stock awards, and retirement/savings options. Time-off and flexibility are common, with generous vacation and holidays, parental and caregiver leave, and flexible work schedules, alongside learning support, employee resource groups, product discounts, and matching-gifts/volunteering programs. Specific benefits can vary by region.