Support Escalation Engineer - Azure Kubernetes Service
San Jose, San José, Costa Rica
hace 2 días

Customer Experience & Success

  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
  • 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 :

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
  • 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.


  • Obsess about and know our customers and partners, responding to and resolving the most critical customer issues
  • Role Model the Customer eXperience Framework CARE behaviours
  • Seeks information about the underlying needs of customers, developing and communicating realistic outcomes
  • Conducts in-depth analysis of problems, including leading triage meetings
  • Allocates and aligns resources to optimize the customer experience; acts as a mentor and role-model
  • Demonstrates expertise in a specific solution, or several products, feature functions, or services
  • Takes ownership for product improvement in a focus area through strong working knowledge of pre-release products
  • Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise
  • Contributes to the creation of resources (tools, scripts, diagnostics, content) to improve troubleshooting
  • Qualifications

    Language Qualification

    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.

    Responsibilities :

    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.

    Requirements :

    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.

    Linux OSS

    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

    Preferences :

    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.

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