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

OUR ORGANIZATION :

  • In Microsoft Customer Services and Support we're about helping customers realize their potential, from moms to mega-corporations, gamers to governments;
  • we serve just about every kind of customer all over the globe. 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.

    Our engineers are curious and intuitive in their approach, with a passion for helping customer achieve more.

    THE ROLE :

    The Azure Storage Devices Support Engineer is responsible for support delivery, providing technical support to commercial customers using StorSimple and Azure Data Box product SKUs.

    We’re a global team from a variety of cultural backgrounds and speaking many languages. In this role you will need to closely collaborate with engineering and operations, and other support engineers from around the globe to resolve customer issues as quickly as possible.

    The role requires empathy, a passion for learning, excellent communication skills, the ability to think differently than the crowd, and a genuine desire to help people do their best.

  • Customer Issue Resolution & ResponsivenessDrive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
  • Define and understand the customer issue by creating the adequate reproduction scenarios.Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.

  • Effective Communication & CollaborationIdentify the right resource to collaborate with for tough & politically hot problem.
  • Collaborate with cross-group peers both proactively and reactively.Produce quality documentation and share with the appropriate team members and tech lead as appropriate.

  • Training & ReadinessIdentify current knowledge deficiencies / training needs, as well as potential future needs.Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies / training needs, as well as potential future needs.
  • Work with your manager and Tech Advisor (where appropriate) to develop a comprehensive personal / technical development plan.

    Implement your development plan, actively seek development opportunities, and complete all scheduled training.Meet with your manager to assess and adjust the plan as needed to match mid-

    and long-term career plans.

  • Operational PrecisionAdhere to published queue or call back schedule and be available for different shifts, as necessary.
  • Use appropriate documentation and utilization and / or labor tracking methods to account for time.Manage and prioritize your workload while keeping team members and management appropriately informed.

    Participate in ad-hoc projects per management request or business need.

    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.

    Qualifications

    Support Escalation Engineer - Windows Storage and High Availability

    SOFT SKILLS

  • Leadership - handle technically challenging and politically hot customer situations
  • Strong communications skills - Excellent spoken and written English communication skills
  • Effective, polished interaction with customer to gather information
  • Demonstrable troubleshooting skills
  • Cross-team collaboration
  • Principal / Senior SW Engineer Azure Storage IL Group

  • Logical and Critical thinking
  • Passion for technology and customer support
  • Understanding of cloud vs. on premises computing
  • TECHNICAL SKILLS

  • Knowledge of one or two of the following domains : Operating System / Virtualization, Networking, Microsoft Azure Platform, Storage.
  • Familiarity with SAN / NAS, Hyper-V / VMWare, iSCSIFamiliarity with OS Internals concepts (Windows, Linux, etc), Storage, Active Directory and SecurityUnderstanding of Virtualization concepts and virtual system administrationExperience with VM configuration and administration Networking and shares (SMB, NFS, CIFS, etc)Familiarity with networking concepts including VIPs, NAT, DNS Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.

    Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred Microsoft Azure Platform (as a plus)Microsoft Azure architecture and its components (Fabric, Compute, Storage, etc)Knowledge of Microsoft Azure Platform services Azure Platform development and deployment concepts

    Senior Software Engineer Azure Storage Post Doc Researcher : Storage Software Support Engineer Skype

    EDUCATION :

  • Degree in Computer Science, Information Technology or other relevant technical degree preferred
  • Desirable MCSD, MCSE, MCSA or other Microsoft certification(s) in some of the technologies mentioned above. 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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