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Job Title

Technical Support Engineer – Messaging Developer / Graph

Department

Customer Support

Level

Senior

Location

Egypt

Role Description

The support engineer represents the company in customer communication via phone, email, or chat to assist customers by providing technical support involving our products and services. Has the opportunity to foster positive customer relationships and build customer loyalty while effectively managing challenging situations.

  • The Messaging Developer/Graph Support Engineer will be responsible for providing technical support to customers and working on the team that helps developers solve the toughest programming problems. This is a developer support position, supporting our customers. This position involves frequent coding, debugging, and troubleshooting. It involves the development of extensibility solutions for workloads that are part of Microsoft 365.

Required Skills

Response and Resolution

  • You own, investigate, and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
  • Work with a broad range of customers specializing in developing extensibility solutions for messaging products.
  • Provide accurate information and help resolve the most technically challenging, critical, and impactful problems for developers regarding their Microsoft systems software.
  • Analyze difficult programming problems and develop highly specific solutions to meet developer needs.
  • Communicate with developer customers through a number of channels, including telephone, email, public and private forums, and the Internet.
  • Act as a liaison to internal development organizations, representing the voice of the customer and advocating for product improvements to alleviate customer pain.
  • Help teams across developer organizations monitor new incoming cases, meet SLAs for critical cases, and ensure transitions to appropriate teams.

 Readiness:

  • You participate in communities with peer delivery roles and, where appropriate, share your knowledge.
  • You develop specific technical and professional proficiency to enable you to resolve customer issues through training and readiness.

Product/Process Improvement

  • You identify potential product defects and escalate appropriately to resolve them, contributing to our product improvements.

 

Qualifications & Certificates

Required or Minimum Qualifications (RQs or MQs)

  • Deep knowledge of scripting in JavaScript, JQuery, VBScript, and PowerShell
  • Background in and strong knowledge of Microsoft Outlook, Exchange Server, and Office 365 (Exchange Online)
  • Excellent communication skills in both written and spoken English.
  • Thorough troubleshooting, debugging, and problem-solving skills.
  • Exposure to RESTful APIs, the OAuth protocol, and the HTTP protocol
  • Exposure to troubleshooting and testing tools (Fiddler, Postman)
  • Ability to work well in a highly collaborative team environment.
  • Effective learning skills (self-study and in-class environments)

 

“Nice to have” skills

Additional or Preferred Qualifications (PQs)

  • Preferred fluency in either French or German with the ability to communicate effectively is a plus.
  • Deep knowledge of and experience with programming in C# and VB.Net (C++ knowledge is a plus.)
  • Background in Microsoft Outlook, Exchange Server, and Office 365 (Exchange Online)
  • Knowledge and experience with programming in extensibility solutions for Microsoft Outlook and Exchange Server (Microsoft Graph, Exchange Web Services, Outlook Object Model, Outlook MAPI, Transport Agents, Scripting Agents (cmdlet Extension Agents), Outlook Web App customizations, Office Web Apps, Outlook Add-ins, etc.)
  • Knowledge and experience with developing ASP.NET web applications
  • Knowledge of core OS concepts (processes, threads, scheduling, memory management, etc.)
  • Networking and cloud knowledge
  • Familiarity and experience with managed debugging
  • Scripting development (VB Script, JavaScript, Node.js)
  • Minimum 3 years of previous support experience