Overview

Come join a team that values collaboration, innovation, and customer success. At Microsoft, we empower healthcare organizations through cutting-edge speech recognition and AI solutions. As a Service Engineer, you will play a pivotal role in delivering exceptional technical support and ensuring seamless experiences for our customers.

In this role, you will diagnose and resolve complex technical issues, guide customers through installations, and collaborate with internal teams to drive continuous improvement. This opportunity will allow you to deepen your expertise in Windows troubleshooting, virtualization, and cloud technologies while contributing to a mission that impacts healthcare professionals worldwide.

Our culture embraces a growth mindset and encourages every team member to bring their best each day. Join us and help shape the future of healthcare technology

#hls #Health&Life Science #HLSService Engineer #EiP

• Responsibilities- Deliver best-in-class customer service as the first point of contact via phone, chat, email, and web cases.
• Diagnose, document, and resolve technical issues related to Microsoft products and supporting infrastructure.
• Guide customers through application installation and configuration.
• Collaborate with technical teams, field services, and customer IT staff to resolve complex issues.
• Act as an escalation point for Tier-1 support and manage critical incidents effectively.
• Contribute to internal knowledge base and technical documentation.
• Support team queues and participate in knowledge-sharing initiatives.
• Maintain flexibility for 24×7 rotational shift coverage and support, with on-call assignments and staffing availability as required
• Contribute to identifying and recommending optimal configurations of technology components.
• Develop foundational understanding of service/system design, technology layers, and dependencies at scale.
• Adjust configurations and define infrastructures to improve availability, reliability, efficiency, observability, and performance of supported products/services with guidance.
• Participate in collaborative reviews with engineering teams and share learnings across stakeholders.
• Design components for robust and scalable measurement of health, quality, and functionality.
• Share information across disciplines within the feature team and manage dependencies.
• Utilize and contribute to knowledge bases (customer, product, industry, troubleshooting guides).
• Actively seek to develop understanding of best practices through design reviews, incident drills, and interactions with senior engineers.
• Develops an understanding of prescriptive guidance for security, privacy, and compliance standards in alignment with direction from the business and technical experts. Works with security, privacy, and compliance teams to identify and address issues relevant to their services and resolve them within the service level agreement (SLA) with guidance.
• Assists in the implementation of reliable, scalable, and high-performance solutions across teams.
• Contribute to design documents, implementation, rollback plans, and quality checklists.
• Contributes to quantifying and ensuring the health and compliance of components of a service according to Engineering and industry standards with guidance from other engineers.
• Monitor telemetry data and perform basic analyses to identify system issues.
• Develops scripting and/or automation used in monitoring based on observations.
• Coordinate workstreams and resources during crises to mitigate impact and restore services.
• Contribute to root cause analyses and post-incident reviews to enhance service stability
• Participate in on-call rotations, troubleshoot incidents, and escalate complex issues as needed.
• Document incidents, resolutions, and lessons learned through postmortems and review meetings.

Qualifications:

Required Qualifications:

• A bachelor’s degree in computer science, Engineering, combined with a minimum of 3+ years of relevant experience supporting software products on a global scale.
• Experience supporting healthcare software products is preferred.
• Deep understanding of US, Canada and Latin America markets, customers is a must.

Preferred Qualifications

• Healthcare experience

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.