Support Escalation Engineer - Windows Performance
Microsoft
San Jose, San José, Costa Rica
hace 6 días

Support Escalation Engineers (SEE) investigate and solve critical, complex, technical issues escalated from Support Engineering teams (typically from Tier 1 and Tier 2) requiring expert level product or service knowledge.

SEEs frequently use event logs, component traces, performance traces, and other sophisticated troubleshooting tools along with a wealth of support experience with similar customers to resolve issues.

SEEs may also collaborate with Escalation Engineers and occasionally with Product Group component owners to clarify unknown behavior in the product.

SEEs are experts at determining how something should be configured as a best practice to avoid and solve problems and in sharing their knowledge during mentoring and coaching sessions with others.

An SEE’s strong suit is in employing problem isolation techniques and product knowledge to solve problems.

Responsibilities

Support Escalation Engineers (SEEs) investigate and solve critical, complex, technical issues escalated from Support Engineering teams (typically from Tier 1 and Tier 2) requiring expert level product or service knowledge.

SEEs frequently use event logs, component traces, performance traces, and other sophisticated troubleshooting tools along with a wealth of support experience with similar customers to resolve issues.

SEEs may also collaborate with Escalation Engineers and occasionally with Product Group component owners to clarify unknown behavior in the product.

SEEs are experts at determining how something should be configured as a best practice to avoid and solve problems and in sharing their knowledge during mentoring and coaching sessions with others.

An SEE's strong suit is in employing problem isolation techniques and product knowledge to solve problems.

  • Manage critical situations (mission critical or politically hot) that may involve technically challenging issues and diverse audience.
  • Understand customer scenarios using Microsoft products / solutions in their environments and collaborate with internal teams to resolve customer issues and develop unique solutions.
  • Use knowledge and experience to improve product design, supportability, existing processes and to represent the voice of the customer.
  • Use trace analysis, debug skills and other proprietary tools to analyse problems and develop solutions.
  • Act as a technical focal point in cooperative relationships with other companies.
  • Act as the configurational & options experts for users.
  • Collaborate with other Escalation Engineers, support teams and colleagues across the globe regularly to provide technical assistance and action plans for customers.
  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
  • Adapt based on customer interactions and exhibit leadership through personal responsibility, accountability and teamwork.
  • Be responsive and flexible to meet customer needs which may sometimes require work outside of normal business hours or on-call rotation.
  • Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA / preview programs.
  • Share knowledge through communities with other engineers and develop customer solutions efficiently.
  • Deliver proactive services like Advisory, Supportability Reviews and Technical Trainings to customers.
  • Use knowledge and experience to improve product design, Cloud data center operations if applicable and supportability and to represent the voice of the customer.
  • Proactively develop self and others to resolve customer and partner problems.
  • Earn certifications as required by specific organizations.
  • Qualifications

    Required Qualifications :

  • 3+ years of technical customer support experience with Windows Technologies :
  • Technical proficiency in and learning attitude toward Windows technologiesWindows System Administration / ConfigurationUnderstand the fundamentals of Windows memory management, process, threads, handles, protocols and the common performance issuesProficient with WPR / WPA analysisProficient with all Sysinternals Tools.

    Proficient with ETW tracing.

  • English Language : fluent in reading, writing and speaking
  • Preferred Qualifications :

  • Automated installation of Windows
  • User Profile management
  • Windows Update management
  • Kerberos and delegation
  • Bitlocker administration
  • Windows Activation / Licensing
  • Remote Desktop Services configuration and management
  • Clustering
  • Printing configuration and management
  • Resilient Storage technology (clustering, storage spaces)
  • Server management tools
  • Application installation and management
  • Windows backup and VSS
  • PowerShell scripting
  • Active Directory topology and management
  • Network Tracing and analysis
  • Public Key Infrastructure (PKI) deployment / management
  • Remote File Systems (SMB)
  • DNS deployment / management
  • Troubleshooting hangs and crashes in Windows
  • Network Virtualisation (Hyper-V, SDN)
  • Language QualificationCapable with SCM tracing and analysis.Proficient with all Sysinternals Tools.Capable with TTTProficient with ETW tracing.
  • Capable to setup lab and repro environments
  • Reportar esta oferta
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación