Support Escalation Engineer - Virtual Machines
San Jose, San José, Costa Rica
hace 3 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.
  • As an 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 include :

    Ability to build business relationship 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; and being able to conduct in-depth and be able to work with Engineering Group effectively.

    Respond to and resolve critical customer issues.

    Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring / alerts.

    Requirements :

    5+ years of technical customer support experience

    5+ years of technical experience in three or more of the following :

    Cloud Core Platform (Compute, Storage)

    Familiarity with Security and OS Internals concepts (Windows and or Linux)

    Understanding of Virtualization concepts and virtual system administration

    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 equivalent job experience

    Solid foundation and background in Microsoft products and technologies

    Troubleshooting skills in Network and DNS

    Familiar with packet sniffers : Fiddler or Network Monitor / Message Analyzer

    Linux OSS preferred

    Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, 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

    Soft Skills :

    Passion for technology, problem solving, and customer supportability

    Ability to understand the customers best interests in terms of problem impact

    Ability and motivation to learn behaviors of unfamiliar components / technologies as needed

    Ability to discovery, recognize and assess alternate solutions to a problem

    Leadership - handle technically challenging and politically hot customer situations

    Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience

    Ability to drive discussions remotely with authority

    Ability to develop and nurture relationships over long distances and remote technologies like Skype

    Ability to work collaboratively

    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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