Support Engineer - Azure Monitoring
Microsoft
San Jose, San José, Costa Rica
hace 1 día

Customer Service & Support

  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
  • In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

    Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

    Our culture is built around attributes that drive our every decision and our every action :

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
  • Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web.

    They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

    You will be part of a team responsible for providing an outstanding technical support experience to our business customers.

    From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

    Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

    You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

    Responsibilities

    Expect to work with technologies that are rapidly evolving both in the Cloud, On-Premises and Hybrid environments, and within the Monitoring and Automation space.

    Our support engineers are typically well versed with technologies such as System Center Operations Manager, Orchestrator, SQL, PowerShell, LINUX, and just about any application and infrastructure "As a Service" offering available within Azure and other popular cloud service providers.

    Our technologies integrate with the full gamut of Microsoft Technologies which while expertise is not required it certainly helps to be familiarized with Azure Active Directory, Configuration Management, Virtual Machines, Virtual Networks, DSC, Update Management, all in the Azure Cloud and Hybrid environments.

    Most of our engineers will work with about 10-15 customers at any given time and will operate on a case pulling system where team work is absolutely necessary and the customer is placed at the center of everything we do.

    We are a 24 / 7 365 day operation and we work closely with multiple Microsoft Product and Support Teams so effective collaboration skills are paramount in this support role.

    Microsoft maintains very high customer service standards so having soft skills and being able to remain cool under pressure are also requirements of this role.

    Qualifications

    We are looking for candidates that fit a unique blend of Customer Service Champions and Cloud Computing aficionados. We typically find System Admins with some development background are usually strong matches for the Support Engineer role.

    If you enjoy working with bleeding edge Azure technology, Enterprise Level Customers, and having an active role with how Microsoft's cloud products are designed and improved, the Support Engineer role might be for you!

    Requirement Qualifications :

    Preferred Quailifications :

    A "Self-Starter" with a strong aptitude for continual on-the-job learning of Cloud Computing

  • Beneficial but not required Azure Certifications :
  • Certifications AZ900, AZ104, AZ303 / AZ304
  • 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.

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