Customer Experience & Success
In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action :
Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web.
They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.
SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems.
They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.
SEEs collaborate with experts from across the business, including our Development Teams.
English Language : fluent in reading, writing and speaking.
Our Role :
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.
Ability to build business relationships 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
Respond to and resolve critical customer issues by performing depth analysis work and engaging with the Engineering Group effectively.
Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring / alerts.
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Act as technical leader, mentor, and role model across the ARR business.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
3+ years of experience in a customer facing role
3+ years of technical experience in three or more of the following :
Solid understanding of container technology and fluency in Kubernetes.
Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, Jenkins, etc.)
Experience administering Linux (boot process, file systems, network device and protocol configuration)
Familiarity with core OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
Operating System / Virtualization
Familiarity with Security, OS Internals concepts
Understanding of Virtualization concepts and virtual system administration
Understanding of container specific networking such as CNI
Familiarity with DHCP, VIPs, NAT, DNS
Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, etc.)
Understanding of load balancing and familiarity with relevant components such NGINX, Application Gateways, and NVA’s
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
BS in computer science or engineering preferred
Kubernetes Administration Certification preferred
Soft Skills :
Technical Leadership - handle technically challenging and politically sensitive customer situations
Strong communications skills and the ability to present complex technical issues clearly and concisely to a general audience
Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
Ability to understand the customers best interests in terms of problem impact
Passion for technology, problem solving, and customer supportability
Ability to discovery, recognize and assess alternate solutions to a problem
Ability and motivation to learn behaviors of unfamiliar components / technologies as needed
Ability to drive discussions remotely with authority
Ability to work collaboratively
Ability to have effective communication with various stakeholders within and outside of Microsoft
Demonstrate coaching skill
Logical and Critical thinking
Should have passion for technology and customer support
Ability to develop and nurture relationships over long distances and remote technologies like Teams
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.