Senior Technical Support Engineer – MS Office Job at Microsoft Hyderabad | Apply Now | Hybrid Role
Apply Now: Senior Technical Support Engineer – MS Office | Microsoft Careers in Hyderabad (Hybrid)
Job ID: 1829311
Location: Hyderabad, Telangana, India
Job Type: Full-Time
Remote Option: Up to 50% Work From Home
Posted On: June 20, 2025
Overview
Are you passionate about resolving complex technical issues, supporting Microsoft Office users across the globe, and contributing to innovative enterprise support systems? Microsoft is looking for a Senior Technical Support Engineer – MS Office to join the Customer Experience & Success (CE&S) organization in Hyderabad.
This hybrid role is ideal for professionals with strong diagnostic skills, a deep understanding of MS Office products across platforms, and the drive to lead knowledge-sharing efforts within a high-performing support team.
Join Microsoft’s Customer Service & Support (CSS) division and become part of the force powering the world’s most widely used productivity suite.
About the Organization
Microsoft’s Customer Experience & Success (CE&S) is a global team with over 45,000 employees and partners, responsible for delivering world-class consulting, support, and customer success solutions.
Within CE&S, the Customer Service & Support (CSS) unit is at the frontline of customer satisfaction. CSS engineers use AI-enhanced tools, deep product knowledge, and collaborative troubleshooting practices to provide consistent, secure, and high-quality customer experiences.
Role Summary
As a Senior Technical Support Engineer for MS Office, you will own and resolve escalated support cases, particularly those involving Office products across Windows, macOS, and iOS platforms. You will collaborate with internal product and engineering teams and lead initiatives that improve customer satisfaction, technical documentation, and process efficiency.
This role offers a unique opportunity to grow as a subject matter expert, mentor your peers, and influence the Microsoft Office experience for millions.
Key Responsibilities
🧩 Technical Troubleshooting & Resolution
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Lead the resolution of complex, critical, and escalated technical issues related to MS Office across devices and platforms.
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Apply advanced diagnostic tools such as Netmon, Perfmon, Process Monitor, DebugDiag, Fiddler, and Charles Proxy.
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Analyze exception handling, memory usage, Active Directory authentication, and OS-level dependencies.
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Troubleshoot issues across Office applications like Word, Excel, PowerPoint, Outlook, and Access.
🧠 Product Expertise & Collaboration
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Maintain expertise across Windows, macOS, iOS Office apps, and the Office 365 ecosystem.
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Collaborate with Microsoft’s internal Product Group (PG) teams to report bugs, suggest improvements, and drive changes.
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Contribute to early product development by testing pre-release builds, identifying issues, and delivering feedback.
🤝 Customer Communication & Support Ownership
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Represent Microsoft to enterprise customers via phone, email, or virtual collaboration.
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Manage politically sensitive and mission-critical customer situations with clarity, urgency, and empathy.
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Deliver proactive updates, maintain transparency throughout the support lifecycle, and ensure high customer satisfaction.
🗣 Leadership & Knowledge Sharing
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Act as a mentor and technical lead, guiding junior engineers and reviewing complex case resolutions.
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Write and review in-depth knowledge base articles, FAQs, and internal documentation.
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Lead triage meetings, drive cluster-level projects, and help define support strategy.
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Participate in succession planning and readiness activities across the team.
Required Qualifications
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9 to 15 years of experience in technical support, enterprise consulting, or Microsoft ecosystem troubleshooting.
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Advanced knowledge of Office applications and how they integrate with OS-level services.
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In-depth understanding of:
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Active Directory
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Operating system security and performance
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.NET basics
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IIS and web architecture
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Networking fundamentals (DNS, TCP/IP, routing)
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Mobile Device Management (MDM) and troubleshooting app issues on mobile platforms
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Tools & Technologies You’ll Use
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Process Explorer, VMMap
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Netmon, Fiddler, Charles
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Process Monitor, Perfmon
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DebugDiag
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Windows Event Logs, registry tools
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Custom scripts or automation (PowerShell knowledge a plus)
Soft Skills & Competencies
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Strong problem-solving mindset and critical thinking abilities.
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Proven ability to handle stressful or politically sensitive situations with professionalism.
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Excellent communication skills, including the ability to write and present technical content clearly.
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Ownership-driven attitude with strong time management and case documentation practices.
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Collaborative spirit and willingness to mentor peers and juniors.
What You’ll Gain
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Opportunity to be a trusted technical advisor for Fortune 500 clients and enterprise teams.
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Deep involvement with pre-release software and beta testing cycles.
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Hands-on exposure to Microsoft AI-enabled support tools.
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An accelerated path to roles such as:
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Principal Support Engineer
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Technical Lead
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Program Manager
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Cloud Solutions Architect
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Workplace Culture & Flexibility
Microsoft embraces flexibility and work-life balance. This role allows up to 50% remote work, ensuring optimal productivity while supporting your personal needs.
You’ll be part of a collaborative, respectful, and inclusive team culture, where feedback is encouraged, innovation is rewarded, and growth is continuous.
Microsoft Employee Benefits
Microsoft offers a holistic employee benefits package, which includes:
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🏥 Industry-leading healthcare
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📚 Educational & certification resources
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💼 Employee discounts on Microsoft products
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💰 Savings & investment plans
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👶 Parental leave (maternity/paternity)
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🏝️ Generous paid time off
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🤝 Giving & volunteer programs
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💡 Internal career mentoring and global networking
Diversity & Inclusion at Microsoft
Microsoft is committed to being an equal opportunity employer. We value diversity and do not discriminate based on race, religion, gender identity, age, disability, or any other legally protected status.
If you require accommodations during the recruitment or interview process, Microsoft will provide assistance to ensure equal access.
How to Apply
Ready to deliver impact through technical mastery and customer-centric service?
👉 Apply now for the Senior Technical Support Engineer – MS Office role at Microsoft Hyderabad. Join the team shaping the future of productivity software across platforms.