Support Escalation Engineer
San Jose, San José, Costa Rica
hace 10 días

Support Escalation Engineer Azure Event Management

Are you ready to support and advise on leading edge technology solutions and help customers conduct a successful event running on their Azure applications?

Do you thrive on providing best practices and bringing your experience and expertise to help customers manage large scale events successfully?

Are you passionate about accelerating digital transformation in fast moving organizations and ready to change the world one application at a time?

On the Azure Event Management (AEM) team, you will interact with cutting edge Azure solutions, advise customers on implementing scalable and resilient systems, and collaborate with product development and engineering teams on service improvements.

Together, we can help billions of people around the globe using digital technology to deliver amazing things and help change the world!

In this role, you will assess the end-to-end application design for customers and provide guidance, assistance, and technical leadership to ensure the success, scalability, high availability, and resilience of Azure based IaaS and PaaS solutions.

AEM support engineers work together alongside customers to ensure they have the skills to develop, deploy, and maintain a robust and scalable solution to support their event.

  • The AEM support role will give you the chance to be the trusted advisor to our customers. You won’t be executing projects entirely on your own;
  • you will have the entire Microsoft technical ecosystem behind you and supporting you!


    You will be accountable for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage your cases over the phone and Web.

    When needed, you will transfer your cases to your colleagues or involve subject matter experts, or escalate to 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 of more areas and receive guidance and mentorship from your colleagues.

    Core Responsibilities :

    Be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners.

    Scope a customer’s issue by collecting the relevant facts; 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. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed.

    Collaborate with management and engineering to resolve service issues. Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.

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


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


    Required Qualifications :

  • Degree in Computer Science, or equivalent in work experience.
  • 2+ year of experience in technology, in support, training, consulting, architecting, development, network, data center operations, It admin or operations
  • 3 + years in a customer service in any capacity
  • English Fluency 90% or more
  • Technical skills

  • 2+ years of Solution and Architectural consulting experience
  • Deep technical and architectural knowledge across IaaS and PaaS cloud platform technologies (e.g. Azure, AWS, Google Cloud)
  • Experience in consulting on complex cloud or hybrid solution architecture specifically in the realm of scalability, resiliency, and optimization
  • Knowledge and Skills :

  • You approach things with a growth mindset - genuine desire and motivation to learn and develop yourself.
  • You embrace challenges, and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win.
  • You love customers, and are obsessed with them - a genuine desire to help under challenging circumstances and work with a sense of urgency.

  • Strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity.
  • You are able to handle multiple customer issues and effectively balance your by priority need.

    Azure Support Escalation Engineer

  • Excellent self-assessment to identify when other resources are needed; ability engage and collaborate effectively with others to resolve complex problems.
  • Handle high pressure situations well - maintain calm and composure on stressful situations is a must.
  • Demonstrated ability to identify technical design deficiencies, provide best practice solution guidance, and think and articulate clearly in business acumen at all levels of businessAbility 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 every two years.

    Demonstrated ability to identify technical design deficiencies, provide best practice solution guidance, and think and articulate clearly in business acumen at all levels of business Escalation Engineer Azure Support Escalation Engineer 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.

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

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