Support Engineer - Azure Back Up and Recovery
San Jose, San José, Costa Rica
hace 1 día

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.


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

  • Be available to take on new customer issues daily.
  • Provide support to Enterprise customers, partners, and other engineers.
  • Collaborate with SMEs, PGs and other teams to solve customer’s problems
  • Investigate the problem by doing your own research and by involving other teams as needed.
  • Keep your customers informed.
  • Ensure that you provide the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
  • Document your technical work and research in a detailed and comprehensive manner.
  • Maintain a proactive approach to customer’s satisfaction, identifying and correcting concerns before they become problems.
  • Participate in on call rotation, evening shifts, weekend coverage when needed.
  • Qualifications

    Requirements qualifications :

    2+ years years of experience in technical / product / software support, systems development, network operations, IT admin, IT consulting, or any customer-facing work experience2+ years' experience in system development, network operations, software support or I.T. consulting

    2+ years of strong technical troubleshooting experience Preferred quailifications :


  • B.S. degree in C.S. or E.E. is preferred
  • MCSE + I / MCSD / MCDBA is a plus
  • Preferred Technical Qualifications :

  • Experience with Azure Backup, Azure Site Recovery, Azure Automation, Azure Log Analytics
  • Working knowledge of Cloud Identity (Azure Active Directory, ADFS)2+ year’s industry experience with Microsoft® Windows operating systems both current and legacy (preferred) and System Center Suite
  • Working knowledge of System Center Data Protection Manager
  • 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.
  • 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 every two years.

    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.

    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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