Sr. Support Engineer Accessibility

Full Job Description
The CELA Disability Answer Desk team partners across Microsoft to empower all people with disabilities. As part of this focus, we are looking for a solution-oriented Sr. Support Engineer Accessibility with a strong background and knowledge of assistive technologies, accessibility, and customer issue remediation. Are you passionate about the user experience of Microsoft products for users with disabilities? Are you able to assist others who have less experience in accessibility to maximize the functionality designed by Microsoft products and services in creating accessible content? Are you a technical, experienced professional capable of managing customer feedback and issues to improve accessibility across the breadth of Microsoft’s products and Services? Do you possess strong organizational skills, excellent communication skills, and have a provable track record of juggling multiple issues simultaneously? Then read on!

In this role you will assist customers in resolving accessibility issues with the Microsoft portfolio of products and services along with advocating for improved user experiences in our products and services to positively affect consumption. You’ll bring a wide range of skills and understanding of all aspects of disability, including visual, mobility, hearing, cognitive, and speech, and how accessibility can drive improvements to the overall user experience to our team.
Responsibilities
Response and Resolution

Reviews complex accessibility issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting techniques to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point.
Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team and customers.
Performs accessibility troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Product/Process Improvement

Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.
Contributes to product improvements by filing bugs and design change requests and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted.
Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution.
Leads case triage meetings and/or case discussions to share knowledge with others engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.

Business Integration

Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.

Other

Embody our culture and values

Qualifications
Required/Minimum Qualifications

7+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.


Additional or Preferred Qualifications

5+ years working with screen reading technology assistance/ assistive technologies. Examples: NVDA, JAWS, ZoomText, Dragon Naturally Speaking.

Location: remote work from any location in the US.

The salary for this role in the state of Colorado is between $129,800 and $194,800.

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.