Dice is a company focused on customer experience and success, and they are seeking a Technical Support Engineer to handle complex customer issues. The role involves providing high-quality customer support, collaborating with global teams, and contributing to the efficiency of the business.
Responsibilities
- Own, triage, and drive resolution of customer cases on newly launched products where established documentation, tooling, and precedent may not yet exist
- Engage customers, including those who ask deep technical questions that are still being answered, with composure, honesty, and a clear action plan. Set and manage expectations explicitly when an answer is not yet known, and own the path to getting it
- Reconstruct product behavior from first principles using logs, traces, repro environments, and transferable platform knowledge when product-specific guidance is unavailable
- Recognize the limits of current knowledge and escalate to the appropriate engineering team with a crisp, well-scoped problem statement rather than a raw handoff
- Default to reproducing customer-reported issues in your own environment rather than relying on description alone. Build the repro, confirm the failure, and understand the root cause before escalating
- Independently research, experiment, and self-teach to close knowledge gaps. Draw from product behavior, telemetry, and hands-on testing instead of waiting for formal documentation
- Convert hard-won, real-time learning into durable readiness assets: knowledge-base, troubleshooting guides, triage playbooks, brown-bag sessions, and onboarding content for the broader support population
- Mentor and brief standard support engineers as a product matures and transitions out of 'frontier' status into steady-state support
- Contribute to the team's readiness strategy and to feedback loops that improve supportability of future launches
- Act as advisor to customers on cases that may be technically complex or visible due to a product's newness
- Keep customers continuously informed of status and next steps, especially when resolution depends on further investigation
Skills
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience
- 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
- Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport
- Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
- Microsoft Technology Certifications
- Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)
- Experience in customer service
- Breadth across multiple Microsoft or cloud technologies (SharePoint, OneDrive, M365) breadth valued over depth in any single product, since the product set is constantly changing
- Microsoft AI certifications
Benefits
- Certain roles may be eligible for benefits and other compensation.
Company Overview
- Dice is the go-to career marketplace for tech professionals. It was founded in 2010, and is headquartered in Drachten, Friesland, NLD, with a workforce of 201-500 employees. Its website is https://www.or-quest.nl/.
