Technical Support Engineering IC3

Job Description

Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They 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 customers. SEEs 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 problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They 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 issues. SEEs collaborate with experts from across the business, including our Development Teams.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.g. swarming) Identify cases that require escalation (either technically or strategically) Create and maintain incident management requests to product group or engineering group Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and 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, Language QualificationEnglish Language: fluent in reading, writing and speaking.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 Knowledge of one or two of the following domains: Windows Azure Platform, Operating System/Virtualization, Networking.Windows Azure Platform - Knowledge of Windows Azure Platform services - Azure Platform development and deployment concepts - Familiarity with troubleshootingOperating System/Virtualization - Familiarity with Active Directory, Security, OS Internals concepts - Understanding of Virtualization concepts and virtual system administration - Experience with Hyper-V configuration and administrationNetworking - 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 - Experience on Azure Virtual Network- Experience on Azure DNS and clarity on DNS conceptsExperience and understanding on Express Route Circuit and Application GatewayAbility 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. All 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 ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If 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.

Keyskills :
load balancingactive directorytroubleshootingtechnical supportos internalsnetworkingosi modeloperating systemslancustomer supportproduct quality