Support Engineer - Azure Dev
Microsoft
San Jose, San José, Costa Rica
hace 3 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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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

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 / engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer / engineer experience
  • Provide ramp activities, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration & 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
  • Required :

  • 2+ years prior experience on a technical customer facing role.
  • 2+ years prior experience working on client-server architecture technologies.
  • 1+ year(s) experience working with web services (SOAP or RESTful APIs).
  • 1+ year(s) of OOP coding experience or exposure.
  • Tehcnical Acumen :

  • Solid coding skills with at least 1 year experience in any of the following technologies : C++, C#, Java, JavaScript, Python, PowerShell or PHP.
  • Strong analytical and problem-solving skills
  • Advanced understanding of the TCP / IP protocols, such as HTTP and DNS.
  • Experience troubleshooting or configuring web application servers.
  • Preferred :

  • Degree in Computer Science or equivalent experience.
  • Outstanding written and verbal communication skills, ability to amicably manage conflict and negotiate resolution.
  • Ability to deal with multiple tasks and situations daily. 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.

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