Technical Support Engineering

2 weeks ago

Hyderabad, India Microsoft Full time

Overview

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.


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 complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.


This role is flexible in that you can work up to 50% from home.


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.

Qualifications

TECHNICAL SKILLS
Deep knowledge in Linux / OSS and technical understanding of at least two or more of the following areas: Microsoft Azure Platform, Operating System/Virtualization, Networking, or Relational Database Design/Administration.
Linux OSS
– Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
– Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)
– Experience in Core Linux administration (boot process, file systems, network device and protocol configuration)
– LAMP (Linux, Apache, MySQL, PhP or Python)
– Chef/Puppet, Docker/Container
– Expertise in managing cluster environment (SUSE, RedHat, Veritas)
– Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
Microsoft Azure Platform
– Microsoft Azure architecture and its components (Fabric, Compute, Storage)
– Knowledge of Microsoft Azure Platform services
– Azure Platform development and deployment concepts
– Familiarity with development: tools, language, process, methods, troubleshooting
Operating System/Virtualization
– Familiarity with LDAP, Security, OS Internals concepts
– Understanding of Virtualization concepts and virtual system administration
– Experience with Hyper-V, VMWare, Xen configuration and administration
– Cloud experience strongly preferred
Networking
– Familiarity with networking concepts including VIPs, NAT, DNS
– Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)
– Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
– Understanding of the OSI model and related concepts

EXPERIENCE
• 12+ years of support or equivalent experience including a customer-facing or customer support role
• Must have experience handling sensitive customers, escalated cases in high pressure situations.
• Must have stakeholder identification and management skills.
GENERAL
• Available to work critical cases as needed on a 24x7 basis or through an on-call model.
• Occasional domestic and international travel


EDUCATION/CERTIFICATION
• B.S. degree in Computer Science or equivalent experience
• Linux Professional Institute Certified (LPIC), Linux+, Red Hat Certified Engineer (RHCE) preferred

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.

Language Qualification
English Language: fluent in reading, writing and speaking.

Responsibilities

Response and Resolution
• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

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 complex customer issues, through training and readiness.

Product/Process Improvement
• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

• Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with different Engineering teams/Vendors
• 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/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
• Readiness 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

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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