Support Engineer-Power Platform
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.

Responsibilities

Response and Resolution

  • Reviews complex issues multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status / solution of their issue.
  • Utilizes troubleshooting tools event logs, performance traces) to help resolve customer issues.

  • Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged.
  • Creates technical articles or knowledge base edits or creates news / knowledge-base articles) that is internal or customer facing for better customer understand.

    Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.

  • Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.
  • Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
  • Readiness

  • Implements end-to-end readiness programs mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy.
  • Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.

    Product / Process Improvement

  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers.
  • Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.

  • Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
  • Contributes to and / or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
  • Translates feedback and creates processes and workflows for case resolution.
  • Participates in case triage meetings and / or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.
  • Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

    Business Integration

  • Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
  • Qualifications

    Required Qualifications :

  • English Language : fluent in reading, writing and speaking.
  • 5+ years technical support, technical consulting experience, or information technology experienceOR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.
  • Experience and knowledge in one or more of the technologies below :
  • Power Platform experience supporting or developing Power Automate, PowerApps or Power Virtual agents

  • Canvas or model driven app development or support experience
  • Two or more years’ industry experience with Microsoft products
  • Office 365, Azure and SharePoint Administration experience
  • Strong understanding of troubleshooting network related issues
  • Experience with troubleshooting fiddler, network browser traces and firewalls
  • Experience with Azure and PowerBi data gateways
  • Background in Customer Relationship Management system
  • Familiarity with automations such as MS Project, CDS workflows or Power Automate
  • JavaScript development including CDS extensions.
  • Mobile application development and support
  • SQL, JSON and Kusto query languages
  • Microsoft Office Suite of products including Teams, Excel, and OneDrive
  • Advanced experience with excel formula and functions
  • Additional or Preferred degree in or or equivalent experience

  • Experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education
  • English Language : fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus TOEFL, TOEIC, Cambridge English Exams)
  • Bilingual preferred though not required : Spanish, French, German, Italian, Portuguese, traditional Chinese, Korean, Japanese
  • 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.
  • 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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