Support Escalation Engineer - Azure Containers (AKS)
San Jose, San José, Costa Rica
hace 2 días

The Microsoft Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure.

Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.

The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service to migrate or compliment their existing on-premises environment, and to work in collaboration with multiple Microsoft teams inside of CSS and the PG (Operations, STB BGs and PGs, commerce platform engineering team, etc.)


The Support Engineer is a critical role in the resolution of highly complex, technical, and escalated support incidents related to supporting customer development and deployments on the Azure Platform.

The Azure Support Engineer provides business critical support to Azure customers around the world through various support offerings.

  • A Support Engineer is a matter expert in Azure Platform services, technologies, offerings, and customer deployment. The successful candidate has the drive and intellectual horsepower to resolve the most difficult technical customer issues, often through collaboration with other technical specializations;
  • will be a technical resource for the team regarding case reviews, troubleshooting, and effective customer interaction; develop and publish content for customer self-help;
  • will work in close collaboration with the Product Groups and Operations teams; and will interface with various levels of management within customers, Partners, and Microsoft.


    3+ of experience with Hyper-V configuration, administration and migration or related

    3+ of experience administering Linux (boot process, file systems, protocol configuration


    Technical skills in at least one of three areas : Windows System Administration / Virtualization, Linux OSS, OS / Application Deployment and Troubleshooting.

    Microsoft Azure - Experience with the Microsoft Azure infrastructure, specially with the IaaS offering. Familiarity with VMs, VMSS and storage.

    Understanding on how these components interact with each other to create the customers cloud infrastructure.

    Windows System Administration / Virtualization Experience with Hyper-V configuration, administration and migration. Familiarity with Remote Desktop Client Familiarity with OS Internals concepts including Security and Active Directory Understanding of Virtualization concepts and virtual system administration Familiarity with system management and troubleshooting tools

    Linux OSS Experience with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.) Experience with Linux script-based development environments and tools (PERL, Python, etc.

    Experience administering Linux (boot process, file systems, protocol configuration) Familiarity with Apache, MySQL and PhP / Python Experience with core OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP

    OS / Application Deployment and Troubleshooting Experience with troubleshooting tools (Performance Monitor, Message Analyzer, XPerf, etc.

    Experience with storage / disk configurations like RAID or Storage Spaces Experience with windows OS deployments, Sysprep and deployment tools Understanding of OS / Application logging Understanding of windows internals / architecture Experience with PowerShell

    EXPERIENCE At least 3 years of experience in a in a customer facing Technical Support role

    GENERAL Available to work critical cases as needed on a 24x7 basis or through an on-call model. Available to work periodically on shifts that overlap weekend days to secure our global 24x7 coverage Occasional domestic and international travel.

    EDUCATION / CERTIFICATION B.S. degree in Computer Science or equivalent experience Microsoft certifications on Windows Microsoft certifications on Azure Infrastructure Solutions and / or Azure Solutions are a plus.

    LANGUAGE SKILLS Fluency in English is a solid requirement. Additional languages are a plus.

    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.
  • 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.

    Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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