Support Escalation Engineer

Job Description

Azure Support is a strategic unit of Customer Support Services (CSS) responsible for the following:1. The definition and implementation of the support services required to win in the cloud marketplace.2. Resolving customer issues including complex technical scenarios integrating several cloud capabilities and scenarios supporting theservice such as service availability, quality, outage management, subscription management, correlation of usage and charges, andcost efficient solution architecture.3. Provide critical product feedback to multiple Engineering Groups.4. Lead the integration of CSS talent to resolve Azure Kubernetes Services issues as part of the Azure Support ecosystem.5. Engaging with customers running heterogeneous operating systems (Linux, Windows) on Azure Infrastructure Services.The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platformexpands to provide broader capabilities to customers, support customers using a service rather than on-premises products, and to work in collaboration with multiple Microsoft teams inside CSS and Engineering (Product Group).Responsibilities include:The Senior Support Escalation Engineer is responsible for support delivery, working with customers to resolve, complex technical customer issues related to running containers on the Microsoft Azure Platform. In addition, the Senior Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-Premises); identifying required tools, cloud access, training, processes or capabilities for support to assess issues in less than 15 minutes. Need to closely collaborate with engineering, operations and CSS engineers.The Senior Support Escalation Engineer is a critical role in the implementation of Azure Platform support capabilities which includes working with the Engineering Group and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Technical Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific support teams 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 Kubernetes in Microsoft Azure.Achieve operational precision:Adhere to published queue or call back schedule and be available for different shifts, as necessary.Use appropriate documentation and utilization and / or labor tracking methods to account for time.Manage and prioritize your workload while keeping team members and management appropriately informed.,Qualifications:Leadership - handle technically challenging and politically sensitive customer situationsStrong communications skills Excellent spoken and written English communication skillsEffective, polished interaction with customer to gather information quickly; explain customerresponsibilities in resolving issue; communicate next steps and status; and inspire confidenceDemonstrable troubleshooting skillsCross-team collaborationLogical and Critical thinkingPassion for technology and customer supportUnderstanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloudcomputing.Strong English language skillsTECHNICAL SKILLSSolid understanding of container technology and fluency in Kubernetes.Linux OSSFamiliarity 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 protocolconfiguration)Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAPOperating System/VirtualizationFamiliarity Security, OS Internals conceptsUnderstanding ofvirtualization concepts and virtual system administrationCloud experience strongly preferredNetworkingUnderstanding of container specific networking such as CNIFamiliarity with DHCP, VIPs, NAT, DNSFamiliarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, etc.)Understanding of load balancing and familiarity with relevant tools such as NGINX.EXPERIENCE3 years of support or equivalent experience including a customer-facing or customer support roleEDUCATION/CERTIFICATIONB.S. degree in Computer Science or equivalent experienceKubernetes Administration Certification preferred

Keyskills :
azurejavajenkinsdesigndhcpdeliverytrainingautocadtelecomquipment