Support Engineer(Azure authentication developer support)
Microsoft
San Jose, San José, Costa Rica
hace 4 días

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

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.

No two days are the same in Customer Service and Support at Microsoft. We engage in solving challenging and complex problems, we collaborate and share learnings with each other and innovate on solutions to enable our customers 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 growth mindset, a passion for solving complex issues and obsession to customer happiness.

Responsibilities

Your Responsibilities

  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group or engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
  • Provide ramp activities, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
  • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
  • 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.

    Excellent problem-solving skills on some of the most technically complex and challenging problems that our Enterprise customers report.

    Focus for this role will be working with the Windows Azure Active Directory components. Strong knowledge of Microsoft® Windows Server, and advanced knowledge on troubleshooting tools usage.

    Other specialty product knowledge may be required as well in Identity Authorization and Authentication. Excellent Communication Skills - spoken and written English (including technical writing) and excellent demonstrated customer service skills.

    Effective learning skills, Works well in a team environment, Four or more years’ experience in systems development, network operations, software support or consulting, Four or more years’ industry experience with the following technologies :

    Qualifications

    Required Qualifications :

  • 3+ years of customer facing support experience
  • English and Spanish Language : fluent in reading, writing and speaking.
  • Experience on Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA.
  • Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
  • 2+ years web application development and debugging (preferred languages : C#, Java, JavaScript, AngularJS, jQuery, C++)
  • 2+ years of experience in application development, software support or consulting
  • Cloud Application Management and configuration
  • Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.
  • Module-View-Controller (MVC) architecture and MVC Development
  • Preferred Qualifications :

  • Experience with client-side OAuth protocol libraries such as Azure Active Directory Authentication Library (ADAL), Microsoft Authentication Library (MSAL) in any one of their released programming languages and server-side OAuth protocol libraries such OWIN, OpenID Connect or Katana is preferred.
  • Other specialty product knowledge may be required as well in Identity Authorization and Authentication.

    Skills / Knowledge

  • Strong problem-solving skills
  • Good Communication Skills - Spoken and written English (including technical writing)

  • Excellent demonstrated customer service skills
  • Effective learning skills
  • Works well in a team and collaborative environment

  • 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.
  • Continuous learning 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 new hires to feel included.
  • One Microsoft - we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.
  • Making a difference - drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others.
  • Degree in Computer Science, or equivalent in work experience.
  • Bilingual (Portuguese )
  • Your shift can vary according to business needs. Examples : Monday to Friday, any working hours from 6am to 6pm Pacific Time, or weekend coverage depending upon business needs.

    Please note that shifts might change according to business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.

    This position will require you to work a rotational On-Call schedule, evenings and weekends shifts and possibly holidays if needed.

    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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