With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

Azure Support Engineer

Are you interested in the cloud business? The Windows Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centres, and generally reduce the effort of managing dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.

Cloud Traits

Cloud Focus: These customers and products are our future even if they cannibalize our present

Cloud Speed: Cloud products change much faster than on-premises products, so readiness requires a new mentality

Cloud Ownership: We own the switches, the drives, the servers, and the service code – we should be able to fix anything that happens

One Microsoft: Support boundaries are (almost) obsolete in the cloud, so let’s not use them to negatively impact the Cloud Experience

Cloud Evangelism: The Cloud is new and can seem scary, so we need to encourage customer and engineers to adopt it

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution

• You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
  
  

Readiness

• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
  
  

Product/Process Improvement

• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
  
  

Responsibilities Include

The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The SE will need to closely collaborate with PG engineering and operations, and other CTS engineers.

The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.

Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud.

Qualifications

Required

3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience

• Strong knowledge and understanding of TCP, IP protocols and OSI model
• Experience with Infrastructure , Network Administration
• Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
• Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2
• Hands-on experience of Proxy and Firewall
  
  

Language Qualification

English Language: fluent in reading, writing and speaking.

Qualifications

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

Logical and Critical thinking

Passion for technology and customer support

Understanding of cloud vs. on premise computing.

Technical Skills

Technical depth in the current technology and willing to learn new skills.

Knowledge of one of the following domains will be beneficial but not mandatory: Windows Azure Platform, Operating System/Virtualization, and Networking.

Windows Azure Platform

– Knowledge of Windows Azure Platform services

– Azure Platform development and deployment concepts

– Familiarity with troubleshooting

Operating System/Virtualization

– Familiarity with Active Directory, Security, OS Internals concepts

– Understanding of Virtualization concepts and virtual system administration

– Experience with Hyper-V configuration and administration

Networking

– 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

– Understanding of the OSI model and related concepts

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.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.