Support Engineer - Azure Subscription Management Support
Microsoft
San Jose, San José, Costa Rica
hace 1 día

Support Engineer Azure Subscription Management Support

Are you interested in the cloud business? Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.

The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers and to work in collaboration with multiple Microsoft teams inside of Global Business Support and the product groups.

Responsibilities

The Support Engineer (SE) is responsible for support delivery for Commerce andworks directly with customers to resolve complex support incidents related the Azure billing platform and subscription management through various support offerings.

A Commerce Support Engineer is knowledgeable in Azure Platform services, technologies, offerings, and the Azure billing platform.

  • The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone, email, and chat services;
  • escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Azure architecture and offerings to provide customer resolution and proactive customer recommendations;
  • has excellent communication skills and is fluent in English; writes excellent case documentation; and is able to handle challenging and politically-

    charged customer situations.

    REQUIRED EXPERIENCE :

  • Proven customer support experience
  • Experience with Clouding services
  • Experience with customer billing
  • SOFT SKILLS

  • Leadership - handle challenging and politically sensitive customer situations
  • Strong communications skills Fluent in spoken and written English
  • Effective, polished interaction with customer to gather information quickly
  • Demonstrable troubleshooting skills
  • Cross-team collaboration
  • Logical and Critical thinking
  • Passion for technology and customer support
  • Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.
  • TECHNICAL SKILLS

  • Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.
  • g., invoicing, credit card transactions).

  • Technical aptitude sufficient to develop an understanding of the Azure Platform and architecture
  • EXPERIENCE

  • More than 4 years of support or equivalent experience including a customer facing or customer support role
  • EDUCATION / CERTIFICATION

  • B.S. degree in Computer Science, MIS, business or equivalent
  • MCSE, MCPD, or MCAD preferred
  • LANGUAGE

  • Fluency in English & Spanish
  • 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.
  • 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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