Job type full-time
Full job description
With over 17,000 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 experienceCome 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 experienceIn 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 investmentApplications & 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 successAs a technical support engineer you will own, troubleshoot and solve customer technical issuesThis opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.
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 moreAs employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goalsEach 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.
Response and resolution
You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
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.
You identify potential product defects and provide feedback to more senior engineers, contributing to microsoft product improvements
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
Deep knowledge in linux / oss and technical understanding of at least one of the following areas: microsoft azure platform, operating system/virtualization, networking, or relational database design/administration.
– 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, etc.)
– experience in core linux administration (boot process, file systems, network device and protocol configuration)
– lamp (linux, apache, mysql, php or python)
– chef/puppet, docker/container
– expertise in managing cluster environment (suse, redhat, veritas)
– familiarity with core os services such as: ssh, telnet, ftp, nfs, dns, dhcp, samba, ldap
Microsoft azure platform
– microsoft azure architecture and its components (fabric, compute, storage)
– knowledge of microsoft azure platform services
– azure platform development and deployment concepts
– familiarity with development: tools, language, process, methods, troubleshooting
– familiarity with ldap, security, os internals concepts
– understanding of virtualization concepts and virtual system administration
– experience with hyper-v, vmware, xen configuration and administration
– cloud experience strongly preferred
– familiarity with networking concepts including vips, nat, dns
– familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)
– understanding of load balancing, geo-redundancy, cdn and vpn technologies preferred
– understanding of the osi model and related concepts
9+ years of support or equivalent experience including a customer-facing or customer support role
Available to work critical cases as needed on a 24x7 basis or through an on-call model.
Occasional domestic and international travel
B.sDegree in computer science or equivalent experience
Linux professional institute certified (lpic), linux+, red hat certified engineer (rhce) preferred
English language: fluent in reading, writing and speaking.
Ability to meet microsoft, customer and / or government security screening requirements are required for this roleThese 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 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.
Posted 20 days ago