Technical Support Engineering

Microsoft•Redmond, WA

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. 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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. Within the CSS Organization, the Mission Critical Services for Azure Events (MCSAE) team on a comprehensive Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, MCSAE provides a fast reactive support experience if the customer does experience any problems. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and further deepen your technical proficiency – becoming a product expert. 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.

Requirements

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience
OR 7+ years of technical support, technical consulting experience, or information technology experience
OR equivalent experience.
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.

Nice To Haves

3+ years’ experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in Azure platform in a team environment
(NOTE: alter as need based on what we are focused on for technologies)
Microsoft Technology Certifications
Azure Cloud Technologies
Experience with Power BI, Reporting, and Data Mining
Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems.
Experience with any of the following
Azure Data Bricks
Azure Database Technologies such as SQLDB, PostgresSQL, MySQL
Container technology and Kubernetes
Web App on Linux, Windows IIS, Azure Web Apps or Docker, or related software development platforms.
HTML and HTTP
Familiarity with LDAP, Security and OS Internals concepts
Understanding of Virtualization concepts and virtual system administration (Hyper-V, VMWare, Xen Configuration)
Understanding of container specific networking such as CNI
Familiarity with DHCP, VIPs, NAT, DNS
Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, netsh, etc.)
Knowledge of Microsoft Azure Platform Services

Responsibilities

Response and Resolution: You own, investigate, and solve highly complex customer technical issues and serve as a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (e.g., debugging).
Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.
Product/Process Improvement: You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.
Business Integration: You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.
Acts as the final point of escalation and resolution for advanced technical support for highly complex products, highly escalated issues pertaining to confidential security, highly technical or network/system issues.
Provides advanced technical support to diverse audiences including highly technical IT professionals, developers, architects, and executive management.
Own customer support experience, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g. swarming)
Help drive customer resiliency and confidence in the Azure platform
Provide Best Practice recommendation across the entirety of Azure resources based on Customer Solutions.
Articulate, written and spoken, recommendation to leadership and technical level audiences.
Navigate complex, strategic, high-profile customer event requirements and needs.
Other: Embody our culture and values