[High Salary] Technical Support Engineering

With over 17 000 employees worldwide the mission of the Customer Experience Success CE S organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsofts products and services ignited by our people and culture Come join CE S and help us build a future where customers achieve their business outcomes faster with technology that does more 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 Microsofts 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 In the Customer Service Support CSS team we are looking for people with a passion for delivering customer success As a Technical Support Engineer you will own troubleshoot and solve customer technical issues This opportunity will allow you to accelerate your career growth hone your problem-solving collaboration and research skills and develop your technical proficiency Are you interested in the cloud business The Windows Azure Platform is strategic to Microsoft enabling customers ISVs and Microsoft IT to develop test and deploy solutions in the cloud to take advantage of economies of scale reliability globally distributed data centres and generally reduce the effort of managing dedicated IT infrastructure Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions Cloud Traits Cloud Focus These customers and products are our future even if they cannibalize our present Cloud Speed Cloud products change much faster than on-premises products so readiness requires a new mentality Cloud Ownership We own the switches the drives the servers and the service code we should be able to fix anything that happens One Microsoft Support boundaries are almost obsolete in the cloud so lets not use them to negatively impact the Cloud Experience Cloud Evangelism The Cloud is new and can seem scary so we need to encourage customer and engineers to adopt itThis role is flexible in that you can work up to 50 from home Microsofts 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 Responsibilities Response and Resolution You own investigate and solve customer technical issues collaborating within and across teams and leveraging troubleshooting tools and practices Readiness You lead or participate in building communities with peer delivery roles and where appropriate share your knowledge You develop specific technical and professional proficiency to enable you to resolve customer issues through training and readiness Product Process Improvement You identify potential product defects and escalate appropriately to resolve contributing to Microsoft product improvements The support engineer is responsible for support delivery providing technical support to Azure customers by resolving escalated complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets to identify required tools cloud access training processes or capabilities to assess customer issues in less than 15 minutes and to keep escalations to PG operations below 10 of the volume The SE will need to closely collaborate with PG engineering and operations and other CTS engineers The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks identify technology and or process readiness needs and work with Training PMs and Tech Leads to ensure support team readiness develop relationships with and engage with technology-specific depth queues 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 the cloud Qualifications Required Qualifications Bachelor s degree in Computer Science Information Technology IT or related field AND 1 years of technical support technical consulting experience or information technology experience o OR 3 years of technical support technical consulting experience or information technology experience o OR equivalent experienceLanguage Qualification English 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 Technical depth in the current technology and willing to learn new skills Knowledge of one of the following domains will be beneficial but not mandatory Windows Azure Platform Operating System Virtualization and Networking Windows Azure Platform Knowledge of Windows Azure Platform services Azure Platform development and deployment concepts Familiarity with troubleshooting Operating System Virtualization Familiarity with Active Directory Security OS Internals concepts Understanding of Virtualization concepts and virtual system administration Experience with Hyper-V configuration and administration Networking 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 conceptsAbility 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