Support Engineer
Microsoft
San Jose, San José, Costa Rica
hace 6 días

Microsoft is addding Support Engineers to our Cloud Service Offering in Azure Backup and Recovery Services . Looking to join an exciting industry and organization that is at the forefront of the next Tech industry transformation?

The transformation that is occurring within the tech industry is being accelerated by the maturity and rapid adoption of cloud computing.

This rapid adoption across organizations is changing the needs and expectations of customers in the partnership with their vendors.

Industry after industry is becoming technology-driven as software rapidly eats the world. As it spreads, so do complexity and opportunity.

The next-generation tech industry is where suppliers play an active, ongoing role in helping business customers achieve unparalleled value from their technology investments.

This expectation will require Microsoft to re-assess how it thinks about services and how to support these customers through the customer life-

cycle that is focused on customer outcomes. The vision of the Customer Support Services (CSS) organization is about being relentless in the pursuit of truly exceptional customer experiences.

We aspire to deliver to, "Deliver a customer experience that is perfect every time; an experience that is easy, insightful, and trusted.

Perfect does not mean being perfect; rather it means that we will take risks when it is the right thing to do for our customers and our business.

CSS will be unwavering in advocating for our customers, contribute deep insights to the customer lifecycle, and act as a trusted advisor improving product and service experiences across Microsoft.

We are seeking to build out the team of next generation Support Escalation Engineers in this big tech transformation. This requires an engineer who is relentlessly customer-

centric, a problem-solver, strong collaborator, and risk-taker that embraces that challenger mindset. We’re looking for someone who embodies customer obsession and empathy.

Someone who is adept at getting to the root of the issue, regardless of where the code base resides. If you enjoy using technology creatively, overcoming complex technical challenges, and working as part of a team with some of the best people in the industry, then CSS is the place for you.

Come join an organization that supports work-life balance, personal & professional development, and diversity. This organization is built around 6 Core Values that drive our every decision, and our every action.

Responsibilities

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.

Core Responsibilities :

  • Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
  • Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
  • Act internally as a customer advocate.
  • Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
  • Advise customers on how to gain additional value from their Microsoft products.
  • Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
  • Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
  • Qualifications

    Required Qualifications :

    At least three (3) years experience in technical / product / software support, systems development, network operations, IT admin, IT consulting, or any customer-facing work experience

    Preferred Education and Technical Qualifications :

  • B.S. degree in C.S. or E.E. is preferred
  • MCSE + I / MCSD / MCDBA is a plus
  • English Language : fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.
  • g. TOEFL, TOEIC, Cambridge English Exams)

  • Experience with Azure Backup, Azure Site Recovery, Azure Automation, Azure Log Analytics
  • Working knowledge of Cloud Identity (Azure Active Directory, ADFS)
  • 3+ years' experience in system development, network operations, software support or I.T. consulting
  • 3+ year’s industry experience with Microsoft® Windows operating systems both current and legacy (preferred) and System Center Suite
  • 5+ years of strong technical troubleshooting experience
  • Strong knowledge of IOS, Android, Linux, UNIX or other operating systems such as Apple OS.
  • Exposure and experience working with customers on Microsoft Cloud products such as Azure and Office 365 MCSE - Windows Server or Competitive Cloud Solutions
  • 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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