Job details
Job type full-time
Full job description
Microsoft is on a mission to empower every person and every organization on the planet to achieve moreOur culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each dayIn doing so, we create life-changing innovations that impact billions of lives around the worldYou can help us to achieve our mission.
With over 12,000 employees worldwide, the microsoft customer experience & success (ce&s) organization is responsible for the strategy, design, and implementation of the microsoft end-to-end customer experienceThis newly expanded organization reflects the microsoft ambition to be known as a customer experience company, ensuring our microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growthThe ce&s organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support escalation engineers (see) serve as senior technical leaders for microsoft customers and partners, via phone, email chats, forums and webThey 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 customersSees 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 problemsThey investigate and solve highly complex technical issues requiring expert product or service knowledgeThey 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 issuesSees collaborate with experts from across the business, including our development teams.
Our organization:
Do you have a passion for cloud services? do you want to be a key technical leader in a rapidly growing & profitable “enterprise” cloud service? does building the services infrastructure of a cloud service excite you? if you want to join a fast-paced team & have an impact on a growing online business, this is the opportunity for you to drive the evolution of microsoft azure rapid response support while keeping customer satisfaction as the top priority! this is an opportunity for you to be constantly learning as the platform expands to provide broader capabilities to our customers, enable customers using a service rather than on premise microsoft products, and to work in collaboration with multiple microsoft teams inside of customer service & support (css), engineering and operations teams.
Our culture:
Our culture is built around attributes that drive our every decision, and our every actionCustomer obsession – our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.
Growth mindset – our people focus on learning, improving and being open about change.
Diverse and inclusive – we celebrate and leverage our cultural differences as it makes us a stronger organization and provides the best experience for our engineers and customers.
One microsoft – we believe in a boundary-less organization, unlocking the collective genius and building great experiences.
Making a difference – we think beyond the traditional measures of business or individual success and believe that our work is purpose driven, improving lives worldwide.
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 customersYou 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 collaborationAs 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
Your responsibilities
Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with software engineering
Responsible for the customer support experience with microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.gSwarming)
Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product group/engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
Provide ramp activities, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and engagement outside of css (product engineering teams/services/support/regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
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.
Qualifications
Language qualification
English language: fluent in reading, writing and speaking.
Qualifications
Requirements:
3+ years of experience in a customer facing role
5+ 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
Networking
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
Your shift can vary according to business needsExamples: monday to friday, any working hours from 6am to 6pm pacific time, or weekend coverage depending upon business needsPlease note that shifts might change according to business needsThough schedule changes are not frequent, you will need to have flexibility to accommodate changes as neededThis position may require you to work a rotational on-call schedule, evenings, weekends and holiday shifts
Ability to develop and nurture relationships over long distances and remote technologies like teams
Logical and critical thinking
Ability to deal with ambiguity
Microsoft is an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinancesWe also consider qualified applicants regardless of criminal histories, consistent with legal requirementsIf you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with microsoft and the country where you work.
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Posted 30+ days ago
