Technical Support Engineering

Microsoft is a global leader in technology, and they are seeking a Senior Technical Support Engineer to join their Customer Service & Support team. This role involves owning and resolving complex customer technical issues, collaborating across teams, and contributing to product improvements to enhance customer experiences with Azure services.

Responsibilities:

• You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices
• 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 complex customer issues, through training and readiness
• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements
• 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

Requirements:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
• OR 5+ 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
• 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
• Microsoft Technology Certifications
• Azure Cloud Technologies
• On-Prem Technologies
• 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, Ware,XenConfiguration)
• 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