We are looking for a skilled Software Support Engineer to join our team supporting a Microsoft 365 add-in that integrates across the entire M365 suite. This role is fully remote and focuses on delivering exceptional support for our customers’ power users and administrators who maintain and use our product.
Key Responsibilities:
- Provide first-class technical support for end users of our browser extension and other solutions.
- Troubleshoot issues related to user access, functionality, deployment, and content creation.
- Communicate effectively with both technical and non-technical customers ensuring clear explanation of issues and resolution steps.
- Support power users with configuration and content management tasks.
- Support admins with deployment, configuration, and troubleshooting tasks.
- Collaborate with internal teams to escalate complex issues and report bugs as needed.
- Help maintain documentation of known issues, procedures, and best practices for customer-facing support.
- Create, maintain, and update comprehensive documentation and help content for the support site aimed at improving user self-service experience.
Requirements
Soft Skills:
- Exceptional customer service skills over email and on live screenshare calls; able to engage positively with both technical and nontechnical users to make answers seem simple.
- Empathy for customers who are frustrated by a problem, even if they caused it.
- The ability to coach someone to succeed rather than just provide an answer.
- Strong troubleshooting aptitude with focus on asking and observing before answering.
- Instinct for creating effective helpful, engaging, customer-facing videos, articles, and tutorials for our support site.
- Ability to work autonomously in a remote setting within defined core hours (8 AM – 4 PM ET).
- Willing and able to overlap duties with others in the product team to solve problems and keep forward progress moving.
Deployment & Administration Expertise:
- Proficient with Microsoft Intune and / or Group Policy Objects (GPO) for browser management and configuration.
- Familiar with managing Dynamics 365 managed solutions – installation, updates, troubleshooting.
- Experience administering SharePoint App Catalog for deploying custom spfx addins.
- Experience deploying Teams apps through the Teams admin center.
Other Technical Skills:
- Strong knowledge of the browser dev tools within Edge and Chrome to examine HTML, CSS, console errors, performance, cookies, and local storage.
- Help write CSS or jQuery selectors to find specific elements on a given web page.
- Develop clear, effective prompts used in AI or chat-based support systems to enhance automated assistance capabilities (prompt engineering).
Microsoft 365 Platform Expe