Support Engineer- Azure Backup & Recovery Services
Microsoft
San Jose, San José, Costa Rica
hace 6 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.

Looking to join an exciting industry and organization that is at the forefront of the next Tech industry transformation?

The transformation that is occurring within the tech industry is being accelerated by the maturity and rapid adoption of cloud computing.

This rapid adoption across organizations is changing the needs and expectations of customers in the partnership with their vendors.

Industry after industry is becoming technology-driven as software rapidly eats the world. As it spreads, so do complexity and opportunity.

The next-generation tech industry is where suppliers play an active, ongoing role in helping business customers achieve unparalleled value from their technology investments.

This expectation will require Microsoft to re-assess how it thinks about services and how to support these customers through the customer life-cycle that is focused on customer outcomes.

The vision of the Customer Support Services (CSS) organization is about being relentless in the pursuit of truly exceptional customer experiences.

We aspire to deliver to, "Deliver a customer experience that is perfect every time; an experience that is easy, insightful, and trusted.

Perfect does not mean being perfect; rather it means that we will take risks when it is the right thing to do for our customers and our business.

CSS will be unwavering in advocating for our customers, contribute deep insights to the customer lifecycle, and act as a trusted advisor improving product and service experiences across Microsoft.

We are seeking to build out the team of next generation Support Engineers in this big tech transformation. This requires an engineer who is relentlessly customer-centric, a problem-solver, strong collaborator, and risk-taker that embraces that challenger mindset.

We’re looking for someone who embodies customer obsession and empathy. Someone who is adept at getting to the root of the issue, regardless of where the code base resides.

If you enjoy using technology creatively, overcoming complex technical challenges, and working as part of a team with some of the best people in the industry, then CSS is the place for you.

Come join an organization that supports work-life balance, personal & professional development, and diversity.

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

    Required Qualifications :

  • At least 2 years of IT or Technical Support experience (in Tier 3 support).
  • English Language : fluent in reading, writing and speaking.
  • Preferred Qualifications :

  • Experience with Azure Backup, Azure Site Recovery, Azure Automation, Azure Log Analytics is a plus
  • Working knowledge of Cloud Identity (Azure Active Directory, ADFS) is a plus
  • 2+ years experience in system development, network operations, software support or consulting
  • 2+ year’s industry experience with Microsoft® Windows operating systems both current and legacy (preferred) and System Center Suite
  • 2+ years of strong technical troubleshooting experience
  • Working knowledge of System Center Data Protection Manager
  • Strong knowledge of IOS, Android, Linux, UNIX or other operating systems such as Apple OS.
  • Exposure and experience working with customers on Microsoft Cloud products such as Azure and Office 365 MCSE - Windows degree in or is preferred
  • MCSE + I / MCSD / MCDBA is a plus
  • Portuguese or French language is a plus.
  • 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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