Support Engineer - Azure Identity
San Jose, CR
hace 3 días

Job Responsibilities :

Main responsibilities : Be available to take ownership of cases and escalations via phone, mail and web. Providesupport to enterprise customers and partners.

Be the point of contact for handling live technical escalations and politically hot situations. Respond to mails / calls from the various Azure Identity and other organization groups with facts.

This needs to be done with a strong understanding of technology and processes. Collaborate on cross-team and cross product technical issues by working with resources fromMicrosoft groups as needed to resolve customer issues.

Collaborate globally; understand cultural nuances and have good interpersonal awareness. Ensure that each support request owned is handled as per priorities to the highest possiblelevel of customer satisfaction.

Identify, document, and improve processes in order to reduce support times and advance theoverall customer experience. Assist in creating and reviewing content in the knowledge base, by working along withTechnical Advisors, Support Escalation Engineer and Supportability.

Document your technical work and research in detailed and comprehensive manner. Prioritizework to accomplish the most important and urgent requests first.

Ability to work in a team environment with good problem solving and troubleshooting ability. Demonstrated ability to communicate effectively with customer / executive level managementon complex technical issues in audience acceptable terms.

Maintain a proactive approach to customer happiness by identifying and correcting customersatisfaction concerns before they become problems.

  • Be a customer advocate and target forthe most satisfied customers through every interaction. Scope a customer’s issue by collecting the relevant facts;
  • investigate the problem by doingyour own research and by involving other individuals and teams as needed. Escalate to senior Engineers, Technical Advisors and Managers(s) as necessary, actinginternally as a customer advocate and keeping the customers informed.

  • Collaborate withEngineering to resolve service issues. Excellent self-assessment to identify when other resources are needed;
  • ability to engage andcollaborate effectively with others to resolve complex problems. Review and analyze customer experience results to propose and create better solutions.

    Reduce support time and to improve the overall customer experience. Identify opportunities for automation and self-service tools through issue and case analysis.

    Required Skills :

    Required : 2+ years prior product / technical support experience. 2+ years technical experience and knowledge working in Azure technical support orequivalent technology.

    Technical skills and hands on experience in development or related. Technical requirements : Software development experience with C#, C++, ASP.

    Net development or IIS Networking skills, and cloud development are a definite positive. Experience in Service Fabric orCloud Service is plus Debugging code (WINdbg, Visual Studio Debugger) REST API .

    NET Framework SDK Java API / SDK Linux, Mac, Java, PHP, Node.js, Python or Ruby.

    Desired Skills :

    Preferred : Graduate Degree in Computer Science is desired, but not mandatory. Outstanding written and verbal communication skills, ability to amicably manage conflict andnegotiate resolution.

    Proven ability to handle high pressure situations well. Maintaining calm and composure instressful situations is a must.

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