Our Organization :
Do you have a passion for Cloud Services? Do you want to be a key technical leader in a rapidly growing & profitable Enterprise cloud service?
Does building the Services infrastructure of a cloud service excite you? If you want to join a fast-paced team & have an impact on a growing online business, this is the opportunity for you to drive the evolution of Microsoft Azure Support while keeping customer satisfaction as the top priority! This is an opportunity for you to be constantly learning as the Platform expands to provide broader capabilities to our customers, enable customers using a service rather than on premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of Customer Service & Support (CSS), Engineering and Operations teams.
Our Culture :
Our culture is built around attributes that drive our every decision, and our every action.
Customer obsession Our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.
Growth mindset Our people focus on learning, improving and being open about change.
Diverse and inclusive We celebrate and leverage our cultural differences as it makes us a stronger organization and provides the best experience for our engineers and customers.
One Microsoft We believe in a boundary-less organization, unlocking the collective genius and building great experiences.
Making a difference We think beyond the traditional measures of business or individual success and believe that our work is purpose driven, improving lives worldwide.
Our Role :
Support Engineers (SE) serve as frontline technical resources for Microsoft premier, unified, and Azure Rapid Response customers and partners via phone, email, chat 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.
As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team.
Responsibilities include :
Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding problems identified in Microsoft software products, and manage relationships with those customers.
Be flexible to work in different shifts.
Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs;
may involve writing code.
Acquire & coordinate resources from other groups as needed to resolve customer issues.
Manage hot issues by setting customer expectations, devising action plans, and professionally communicating to all parties involved.
Share knowledge with other engineers and develop customer solutions efficiently.
Communicate technically complex information with Microsoft’s developer customers via telephone, written correspondence, and electronic services.
Continually learn technologies and develop deep expertise in Microsoft products. Apply that knowledge to real-world programming problems.
Create advanced technical content including Microsoft Knowledge Base articles, samples, whitepapers, and training.
Own and Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers.
Drive resolution of critical situations (CritSits) and ensure smooth execution through the life of the crisis by adherence to processes and guidelines.
2-3+ years of experience in a customer facing role
2+ years of technical experience in any of the following :
Solid understanding of container technology and fluency in Kubernetes. Familiarity with with RedHat OpenShift
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 with Security, OS Internals concepts
Understanding of Virtualization concepts and virtual system administration
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 and familiarity with relevant components such NGINX, Application Gateways, and NVA’s
Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
English Language : fluent in reading, writing and speaking.
BS in computer science or engineering preferred
Kubernetes Administration Certification preferred
Soft Skills :
Technical Leadership - handle technically challenging and politically sensitive customer situations
Strong communications skills excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
Ability to understand the customers best interests in terms of problem impact
Passion for technology, problem solving, and customer supportability
Ability to discovery, recognize and assess alternate solutions to a problem
Ability to drive discussions remotely with authority
Ability to work collaboratively
Logical and Critical thinking
Ability to develop and nurture relationships over long distances and remote technologies like Teams
Ability to deal with ambiguity
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.
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 may require you to work a rotational On-Call schedule, evenings, weekends and holiday shifts
This role supports Microsoft hybrid work policies; to include work from home and in country location flexibility.