Microsoft Careers: Senior Technical Support Engineer – Outlook | Apply Now in Bangalore, India (Hybrid)

Job ID: 1832250
Location: Bangalore, Karnataka, India
Employment Type: Full-Time
Remote Flexibility: Up to 50% Work From Home
Date Posted: June 20, 2025

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Introduction

Are you ready to take your technical support career to the next level with one of the most iconic technology companies in the world? Microsoft is hiring a Senior Technical Support Engineer to join its Customer Service & Support (CSS) division under the Customer Experience & Success (CE&S) organization. Based in Bangalore, this hybrid role focuses on Outlook, Microsoft 365, and Exchange, offering a remarkable opportunity to work at the heart of cloud-enabled productivity solutions used by millions globally.

If you are passionate about helping customers resolve mission-critical issues while deepening your expertise in Microsoft technologies, this role was made for you.

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About Microsoft CE&S & CSS

The Customer Experience & Success (CE&S) organization at Microsoft is home to more than 45,000 employees and partners worldwide, dedicated to empowering customers through differentiated, value-driven services. From customer onboarding and consulting to technical support and AI innovation, CE&S enables organizations to transform with confidence.

Within CE&S, the Customer Service & Support (CSS) team plays a critical role in building customer trust through efficient, secure, and insightful technical support. By leveraging Microsoft AI, CSS resolves technical challenges, prevents recurring issues, and ensures customers extract maximum value from their Microsoft investments.

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Role Overview: Senior Technical Support Engineer – Outlook

As a Senior Technical Support Engineer, you will be a trusted advisor and technical expert for enterprise clients using Microsoft Outlook, Office 365, and Exchange environments. You’ll manage highly complex technical incidents, provide insightful solutions, and escalate product-level improvements as needed.

This is not just a support role—it’s an opportunity to lead initiatives, share knowledge, drive product evolution, and engage with global cross-functional teams.

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Key Responsibilities

🔧 Customer Engagement & Escalation Management

• Act as a Microsoft representative in high-level customer communications via phone, email, and support channels.

• Manage escalated or politically sensitive support cases with a calm, professional demeanor.

• Take ownership of incidents from intake to resolution, ensuring end-to-end satisfaction and high-quality service delivery.

• Demonstrate empathy, technical accuracy, and situational awareness in challenging customer environments.

🧠 Technical Troubleshooting & Product Optimization

• Use advanced diagnostic tools and methods (like scripting, code analysis, logs, and network tracing) to solve Outlook and Exchange-related issues.

• Identify, isolate, and resolve complex technical problems across a wide range of interconnected technologies.

• Work closely with engineering teams to report bugs, share feedback, and influence future product design and stability.

• Troubleshoot connectivity, sync, calendar, mailbox, or hybrid deployment issues across both cloud and on-prem environments.

🤝 Team Collaboration & Leadership

• Lead team-level projects and contribute to cross-functional initiatives that enhance service delivery and team capabilities.

• Mentor junior support engineers and contribute to internal training and readiness activities.

• Maintain working knowledge of pre-release features and actively shape product direction based on customer needs.

🗣 Communication & Advocacy

• Deliver compelling technical presentations, solution documentation, and client communications.

• Actively contribute to knowledge bases, blogs, and support forums to help the broader community.

• Recover dissatisfied customer scenarios through teamwork, transparency, and urgency.

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Required Qualifications

• Bachelor’s degree in Computer Science, IT, or a related discipline OR equivalent hands-on experience.

• Minimum 7+ years of experience in technical support, consulting, or IT systems administration.

• Fluent in English (reading, writing, speaking) with excellent technical documentation skills.

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Technical Skill Requirements

✅ Core Technologies

• Microsoft Outlook (versions 2019, 2021, 2024, C2R, MSI)

• Microsoft Office 365 & Exchange Server (on-premises: 2007–2024)

• Windows Server technologies, including:

  • Active Directory

  • Group Policy

  • Terminal Server

  • Networking

🔐 Advanced Expertise Areas

• Email authentication & protocols: Autodiscover, Free/Busy, Calendaring, MAPI, RPC over HTTP, EWS, REST

• Email hygiene & security: Antispam, Malware, Phishing protection

• Exchange Online Hybrid environments (preferred)

• Microsoft Identity & Access technologies

🧪 Diagnostic Tools & Utilities

• MFCMAPI

• Fiddler

• Netmon / Wireshark

• Process Monitor / Process Explorer

• Windows Event Logs

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Certifications (Preferred but Not Mandatory)

• MCSE (Microsoft Certified Solutions Expert) or equivalent credentials are highly desirable.

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Soft Skills

• Excellent interpersonal and communication skills

• Strong critical thinking, analytical, and decision-making capabilities

• Ability to thrive under pressure, especially in high-impact support situations

• Time management and the ability to juggle multiple priorities simultaneously

• Commitment to continuous learning and mentoring

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Growth and Development Opportunities

This role is ideal for those looking to grow into:

• Technical Program Manager

• Principal Support Engineer

• Cloud Solution Architect

• Product Manager roles within Microsoft

As you work on complex enterprise cases and influence product evolution, you’ll build both your technical depth and strategic impact within the organization.

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Work Culture and Flexibility

At Microsoft, we believe in flexible working models that empower productivity and personal balance. This position supports up to 50% remote work, enabling you to collaborate seamlessly while enjoying the comfort of home.

As part of a team that values inclusivity, innovation, and continuous improvement, you’ll feel supported in your efforts to deliver excellence while building a fulfilling career.

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Why Join Microsoft

Microsoft is not just a tech company—it’s a platform for personal growth, global impact, and technological innovation. By joining the CSS team, you will:

• Collaborate with industry-leading engineers and thought leaders

• Work on next-generation support tools powered by AI

• Influence real product development based on customer pain points

• Help shape the future of productivity tools used by millions

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Employee Benefits

Microsoft offers a highly competitive and comprehensive benefits package that includes:

• 🏥 Top-tier health insurance

• 📚 Access to world-class educational and certification programs

• 💰 Savings and investment options

• 👶 Maternity and paternity leave

• 🏖️ Flexible vacation and time-off

• 🎁 Employee discounts and perks

• 💖 Charitable giving programs

• 🔗 Global networking and mentorship opportunities

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Diversity & Inclusion Commitment

Microsoft is an equal opportunity employer that champions diversity in all its forms. Every qualified applicant will receive fair consideration, regardless of age, gender identity, race, disability status, religion, or background.

The company also provides reasonable accommodations during the hiring process for individuals with disabilities.

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How to Apply

Interested in being part of a high-performance team that solves critical challenges and enables global productivity?

👉 Apply today for the Senior Technical Support Engineer – Outlook position in Bangalore, and begin your journey of innovation, growth, and purpose with Microsoft.

Apply Here