Support Escalation Engineer
Microsoft
San Jose, San José, Costa Rica
hace 1 día

Are you interested in the cloud business and enabling Azure Kubernetes container and OSS workloads? 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.

Azure Support is a strategic unit of Customer Support Services (CSS) responsible for the following :

1. The definition and implementation of the support services required to win in the cloud marketplace.

2. Resolving customer issues including complex technical scenarios integrating several cloud capabilities and scenarios

supporting the service such as service availability, quality, outage management, subscription management, correlation of

usage and charges, and cost efficient solution architecture.

3. Provide critical product feedback to multiple Engineering Groups

4. Lead the integration of CSS talent to resolve Azure Kubernetes Services issues as part of the Azure Support ecosystem.

5. Engaging with customers running heterogeneous operating systems (Linux, Windows) on Azure Infrastructure Services.

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 rather than on-

premises products, and to work in collaboration with multiple Microsoft teams inside CSS and Engineering (Product Group).

Responsibilities

The Support Escalation Engineer is responsible for support delivery, working with customers to resolve, complex technical customer issues related to running containers on the Microsoft Azure Platform.

In addition, the Senior Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-

Premises); identifying required tools, cloud access, training, processes or capabilities for support to assess issues in less than 15 minutes.

Need to closely collaborate with engineering, operations and CSS engineers.

  • The Support Escalation Engineer is a critical role in the implementation of Azure Platform support capabilities which includes working with the Engineering Group and Azure Supportability PMs to implement asks;
  • identify technology, and / or process readiness needs, and work with Training PMs and Technical Leads to ensure support team readiness;
  • and, develop relationships with and engage with technology-specific support teams for customer incident resolution when required.

  • Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors;
  • maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for Kubernetes in Microsoft Azure.

    Achieve operational precision :

  • Adhere to published queue or call back schedule and be available for different shifts, as necessary.
  • Use appropriate documentation and utilization and / or labor tracking methods to account for time.
  • Manage and prioritize your workload while keeping team members and management appropriately informed.
  • Participate in ad-hoc projects per management request or business need.
  • EXPERIENCE

  • 3+ years of support or equivalent experience including a customer-facing or customer support role
  • SOFT SKILLS

  • Leadership - handle technically challenging and politically sensitive customer situations
  • Strong communications skills Excellent spoken and written English communication skills
  • Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving the issue;
  • communicate next steps and status; and inspire confidence.

  • Demonstrable troubleshooting skills
  • Cross-team collaboration
  • Logical and Critical thinking
  • Passion for technology and customer support
  • Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing.
  • Strong English Language skills
  • TECHNICAL SKILLS

    Solid understanding of container technology and fluency in Kubernetes is plus

    Linux OSS

  • Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
  • Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, Jenkins, etc.)
  • Experience administering Linux (boot process, file systems, network device and protocol configuration)
  • Familiarity with core OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
  • Operating System / Virtualization

  • Familiarity Security, OS Internals concepts
  • Understanding of Virtualization concepts and virtual system administration
  • Cloud experience strongly preferred
  • Networking

  • Understanding of container specific networking such as CNI
  • Familiarity with DHCP, VIPs, NAT, DNS
  • Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, etc.)
  • Understanding of load balancing ad familiarity with relevant tools such NGINX,
  • EDUCATION / CERTIFICATION

  • B.S. degree in Computer Science or equivalent experience
  • Kubernetes Administration Certification preferred
  • 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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