Linux Support Engineer
Microsoft
San Jose, San José, Costa Rica
hace 6 días

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

    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.
  • EXPERIENCE REQUIRED

  • 1-3 years of experience administering Linux (boot process, file systems, network device and protocol configuration)
  • 1+ years of experience in a customer facing role
  • SOFT SKILLS

  • Leadership - handle technically challenging and politically sensitive customer situations.
  • Strong communications skills Excellent spoken and written English communication skills.
  • Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue;
  • communicate next steps and status; and inspire confidence.

  • Demonstrable troubleshooting skills
  • Cross-team collaboration
  • Logical and Critical thinking
  • Passion for technology and customer support
  • Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing.
  • English Language : fluent in reading, writing and speaking.
  • TECHNICAL SKILLS

    Linux General Admin work. Knows their way around the OS and able to troubleshoot basic issues.

    Linux OSS

  • Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
  • Experience administering Linux (boot process, file systems, network device and protocol configuration)
  • LAMP (Linux, Apache, MySQL, PhP or Python)
  • Familiarity with core OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
  • Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.) preferred
  • Operating System / Virtualization

  • Familiarity with LDAP, Security, OS Internals concepts
  • Understanding of Virtualization concepts and virtual system administration
  • Cloud experience preferred.
  • Networking

  • Familiarity with networking concepts including VIPs, NAT, DNS
  • Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)
  • Understanding of the OSI model and related concepts
  • Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
  • EDUCATION / CERTIFICATION

    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

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