Technical Support Engineer - Azure DevOps
Microsoft · Lisbon +1 · 10d ago
MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
Within MCAPS - Core, 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.
The purpose of this role is to provide technical support and advisory services for Azure DevOps, GitHub integrations, Microsoft Entra ID integrations, and related Developer Productivity solutions. The role is responsible for helping customers successfully adopt, operate, and optimize their DevOps environments by resolving complex technical issues, reducing business impact, and accelerating customer outcomes.
This position supports Microsoft's mission to empower every developer and organization to achieve more by delivering high-quality technical support across Azure DevOps services, including Boards, Repos, Pipelines, Test Plans, Artifacts, identity and access management, and connected developer platform technologies. The engineer will work closely with customers, engineering teams, and cross-functional support organizations to diagnose issues, drive resolution, share technical expertise, and contribute to continuous improvement initiatives.
The role also plays a critical part in enhancing customer satisfaction, operational excellence, AI-enabled support transformation, knowledge sharing, and service readiness, ensuring customers can build, deploy, and manage applications securely and efficiently across Microsoft's developer ecosystem.
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
Own assigned support cases end to end, from intake and scoping through investigation, mitigation, resolution, and closure.
Diagnose issues across Azure DevOps Services and Azure DevOps Server, using logs, traces, configuration data, reproducible scenarios, and product documentation.
Ask targeted scoping questions, establish impact and urgency, maintain a clear troubleshooting plan, and keep case notes current.
Provide accurate, timely, and audience-appropriate customer updates, including next steps, risks, dependencies, and agreed follow-up actions.
Build working knowledge of customer architectures, usage patterns, history, and constraints to improve the speed and relevance of support.
Collaborate with technical advisors, escalation engineers, incident managers, account teams, and product engineering when specialist input is needed.
Prepare concise, engineering-ready escalation briefs with evidence, business impact, reproduction details, and investigation history.
Identify possible service-impacting trends, follow incident processes, and link affected cases to the appropriate incident record when required.
Create or improve knowledge articles, runbooks, troubleshooting guidance, and reusable case-handling practices.
Handle customer information in accordance with applicable security, privacy, and support-data requirements.
Qualifications
Required Qualifications:
- Candidate must have multi-year hands on experience either in technical support, technical consulting, or information technology environment.
- Strong troubleshooting and analytical skills with the ability to independently investigate complex technical issues, identify root causes, and drive timely resolution.
- Demonstrated ability to effectively prioritize workload, balance competing demands, and make sound decisions in a fast-paced customer support environment.
- Strong teamwork mindset with a commitment to collaborating across teams, sharing knowledge, supporting peers, and contributing toward common organizational goals.
- Proven organizational and case management skills, including maintaining accurate case notes, timely customer communication, up-to-date case records, and disciplined follow-through on commitments and action items.
- Working knowledge of Azure DevOps Services and Azure DevOps Server, using logs, traces, configuration data, reproducible scenarios, and product documentation.
Preferred Qualifications:
- Experience troubleshooting web-based applications, including authentication, authorization, networking, performance, and browser-related issues.
- Software development experience with one or more programming languages and the ability to read, understand, debug, and analyze application code.
- Understanding of solution architecture principles, including cloud-native applications, distributed systems, identity integration, APIs, and DevOps practices.
- Experience with automated testing methodologies, test automation frameworks, CI/CD pipelines, and quality engineering best practices.
Language Qualification:
English Language: must be confident in reading, writing and speaking.
Any knowledge of second language like Spanish, French or German etc. would be a value add.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Technical Support Engineering IC4 - The typical base pay range for this role across Portugal is € 43,300.00 - € 74,300.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/portugal-corporate-pay.html
Technical Support Engineering IC4 - The typical base pay range for this role across Romania is lei 199,400.00 - lei 347,800.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/romania-corporate-pay.html
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.