Support Engineer - Azure
Microsoft
San Jose, San José, Costa Rica
hace 4 días

Do you want to join a team of highly empowered Engineers supporting Azure Developer products?

Do you have a passion for customer service combined with deep technical acumen?

Do you have a Growth Mindset, an unending passion to learn and thrive under challenging circumstances?

If you answered yes to these questions, then here is a wonderful opportunity for you!

The Azure Developer team is looking to hire Support Engineers, who will be responsible for providing path-breaking technical support to our customers.

This person will be accountable for providing outstanding technical support experience to our commercial customers. From problem identification to full resolution, the engineer will own and manage their cases over phone and emails.

The Engineer works in constant collaboration with colleagues, involves subject matter experts, or escalates to Engineering (Product Groups) / Management as and when applicable.

The Engineer has a shared responsibility towards team goals.

The Support Engineers enable us to create CSS Fans across the globe.

Help :

  • Be available to take ownership of cases and escalations via phone, mail and web. Provide support to enterprise customers and partners.
  • Be the point of contact for handling live technical escalations and politically hot situations.
  • Respond to mails / calls from the various Azure Identity and other organization groups with facts. This needs to be done with a strong understanding of technology and processes.
  • Collaborate on cross-team and cross product technical issues by working with resources from other Microsoft groups as needed to resolve customer issues.
  • Collaborate globally; understand cultural nuances and have good interpersonal awareness.
  • Empower :

  • Ensure that each support request owned is handled as per priorities to the highest possible level of customer satisfaction.
  • Identify, document, and improve processes in order to reduce support times and advance the overall customer experience.
  • Assist in creating and reviewing content in the knowledge base, by working along with Technical Advisors, Support Escalation Engineer and Supportability.
  • Document your technical work and research in detailed and comprehensive manner. Prioritize work to accomplish the most important and urgent requests first.
  • Ability to work in a team environment with good problem solving and troubleshooting ability.
  • Demonstrated ability to communicate effectively with customer / executive level management on complex technical issues in audience acceptable terms.
  • Maintain a proactive approach to customer happiness by identifying and correcting customer satisfaction concerns before they become problems.
  • Be a customer advocate and target for the most satisfied customers through every interaction.

    Advise :

  • Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other individuals and teams as needed.
  • Escalate to senior Engineers, Technical Advisors and Managers(s) as necessary, acting internally as a customer advocate and keeping the customers informed.
  • Collaborate with Engineering to resolve service issues.

  • Excellent self-assessment to identify when other resources are needed; ability to engage and collaborate effectively with others to resolve complex problems.
  • Review and analyze customer experience results to propose and create better solutions. Reduce support time and to improve the overall customer experience.
  • Identify opportunities for automation and self-service tools through issue and case analysis.
  • Required :

  • 2+ years prior product / technical support experience.
  • 2+ years technical experience and knowledge working in Azure technical support or equivalent technology.
  • Technical skills and hands on experience in development or related.
  • Tehcnical Acumen :

    Software development experience with C#, C++, ASP.Net development or IIS

    Networking skills, and cloud development are a definite positive. Experience in Service Fabric or Cloud Service is plus

    Debugging code (WINdbg, Visual Studio Debugger)

    REST API

  • NET Framework SDK
  • Java API / SDK

    Linux, Mac, Java, PHP, Node.js, Python or Ruby.

    Preferred :

  • Graduate Degree in Computer Science is desired, but not mandatory.
  • Outstanding written and verbal communication skills, ability to amicably manage conflict and negotiate resolution.
  • Proven ability to handle high pressure situations well. Maintaining calm and composure in stressful situations is a must.
  • 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.
  • The Engineer’s shift can vary according to business needs. Weekend coverage is part of this role. Though schedule changes are not frequent, we need to have flexibility to accommodate changes as needed.

    This position will require work a rotational On-Call schedule for weekends shifts.

    The successful candidate will combine strong analytical skills and sound time management skills with consistent display of accountability and teamwork.

    The candidate should also perform well under time restraints and with limited supervision.

    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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