Support Escalation Engineer - Identity
San Jose, San José, Costa Rica
hace 3 días

Our Organization :

No two days are the same in Customer Service and Support at Microsoft. We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Microsoft software and services.

As cloud goes main stream, Microsoft Azure is leading the way. Azure’s continued success depends on providing our customers a world class support experience.

  • The Azure Rapid Response (ARR) team is geographically distributed with staff in America, Asia, and EMEA. We speak many languages;
  • and we come from a variety of cultural backgrounds. We provide end-to-end Azure solution support for the most critical enterprise customers and top Startups.

    We are looking for talented people with a growth mindset, a passion for solving complex issues and an obsession for customer happiness.

    Our Culture :

    Our culture is built around attributes that drive our every decision, and our every action.

    1. Customer obsession Our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.

    2. Growth mindset Our people focus on learning, improving and being open about change.

    3. 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.

    4. One Microsoft We believe in a boundary-less organization, unlocking the collective genius and building great experiences.

    5. 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.


    As a Support Escalation Engineer, you will have the opportunity to leverage tools and troubleshooting skills to solve technically complex problems while working with our most strategic enterprise customers.

    You will be a technical leader and will have many opportunities to assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration.

    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 :

  • Ability to build business relationship with key customer contacts and Technical Account Managers and enhance the trust.
  • Ability to quickly identify customer issues to specific Azure Services or Azure Platform; and being able to conduct in-depth and be able to work with Engineering Group effectively.
  • Respond to and resolve critical customer issues.
  • Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring / alerts.
  • Requirements :

  • 5+ years of technical customer support experience
  • 2+ years of technical experience in TWO or more of the following :
  • oWindows System Administrator with good Active Directory knowledge and troubleshooting skills

    oMicrosoft Windows Servers and Client Operating Systems

    oAD FS (Active Directory Federation Services) or other identity providers

    oMicrosoft Synchronization Engines, FIM / MIM, DirSync, AADSync or AAD Connect

    o Microsoft Office 365 Cloud Services / Azure Active Directory

    o Azure Graph / Rest API

    o Azure B2C, B2B, MFA and Conditional Access

    Preferences :

  • BS in computer
  • 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 science or equivalent
  • Solid foundation and background in Microsoft products and technologies
  • Troubleshooting skills in Network and DNS
  • Familiar with packet sniffers : Fiddler or Network Monitor / Message Analyzer
  • Soft Skills :

  • Passion for technology, problem solving, and customer supportability
  • Ability to understand the customers best interests in terms of problem impact
  • Ability and motivation to learn behaviors of unfamiliar components / technologies as needed
  • Ability to discovery, recognize and assess alternate solutions to a problem
  • Leadership - handle technically challenging and politically hot 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 drive discussions remotely with authority
  • Ability to develop and nurture relationships over long distances and remote technologies like Skype
  • Ability to work collaboratively
  • Logical and critical thinking
  • 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.

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