When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

The frontline support engineer is the first line of defense against customer frustration. Often armed with a smile, a patient demeanor and a seemingly bottomless well of troubleshooting knowledge, ...

When I was a developer in 2002, I joined a startup computer software company as a product support engineer. In this support role, my developer mindset gave me a unique perspective of the ...