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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 Microsoft’s 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 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.

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.

Do you have a passion for Cloud Services? Do you want to be a key technical leader in a rapidly growing & profitable “Enterprise” cloud service? Does building the Services infrastructure of a cloud service excite you? Do you want to work in a division that has a direct impact on Microsoft’s bottom-line? If you want to join a fast-paced team & have an impact on a growing online business, this is the opportunity for you to drive the evolution of Microsoft Windows Azure Support while keeping customer satisfaction as the top priority! This is an opportunity for you to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to our Public Sector customers, enable customers using a service rather than on premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of Global Business Support (GBS) and Engineering and Operations teams.

Support Engineers provide deep technical troubleshooting skills for escalated issues that involve Microsoft’s technically complex or politically sensitive support situations.

Achieve career growth and professional development through individual and team readiness.

Drive the team/cluster level projects to improve CPE.

Contribute to the efficiency and effectiveness of the business through excellence in execution.

Contribute to Microsoft’s objective of growing market share across solutions, workloads, platforms and products.

Works closely with the product team on some of the technical design issue and product changes.

Work timings will be based on Business needs it will include NA Business hours as well

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.

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.

CPE & Collaboration:

Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers.

Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.

Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.

Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.

Use advanced troubleshooting skills to analyse problems and workout solutions to meet customer needs; may involve writing code/scripts.

Report software bugs and customer suggestions. Acquire & coordinate resources from other groups as needed to resolve customer issues. Key technical interface to Quick Fix Engineering (QFE) and Development for the resolution of high impact or pervasive issues effecting Microsoft's corporate clients.

Individual and Team Readiness:

Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.

Act as technical leader, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.

Write complex technical articles and sample programs for knowledge base.

Partner with Managers on succession planning for Technical Leads for the business on a need basis.

Knowledge Sharing Contribution:

Conduct regular or as required, technical triages and SDQF SME case reviews.

Consult, collaborate and take escalations when necessary.

Lead cross-technology virtual efforts with the product team to assess future needs.

Drive the development and management of content for the team.

Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Effective Communication:

Manage customer escalations and recognize when to solicit additional help.

Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need.

Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.

Utilize effective verbal/written skills to communicate with customers and peers. Makes effective technical presentations

This position has contact with Stakeholders, management and technical teams, premier, developers, program management, the press, other support vendors, and corporate customers.

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 experience

Language Qualification

English Language: fluent in reading, writing and speaking.

TECHNICAL SKILLS

Technical depth in the current technology and willing to learn new skills. Understanding of Windows Azure Platform or other cloud offerings. Proficiency in Operating Systems/Virtualization. Understanding of various cloud models and networking fundamentals.

Knowledge of one of the following domains will be beneficial but not mandatory:

Windows Azure Platform or other cloud offerings, Operating System/Virtualization, and Networking fundamentals.

Knowledge of Windows Azure Platform services and offerings

Knowledge of deploying VMs in Azure, Creating Virtual Networks, Creating Subnets and basic understanding of PowerShell.

Knowledge of cloud offerings like O365, SQL Always on, Exchange Online, Azure WebApps

Understanding of Identity solutions like ADFS, DirSync/AADSync and Single Sign-On

Understanding of different cloud models like IAAS, PAAS and SAAS

Troubleshooting basic connectivity issues

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

Understanding of networking concepts including IP Addressing, Subnetting, Routing, NAT, DNS, DHCP, ARP, VPN technologies and In-depth expertise in supporting Azure networking technologies.

Familiarity with networking tools (ping, tracert, tracemon, Netmon, wire shark, etc.)

Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred

Understanding of the OSI model and related concepts

Candidate must be a strong critical thinker, and enjoy solving very difficult problems Strong experience in Current Microsoft® Server and Client and CLOUD platforms. Support Escalation Engineers are frequently involved with the highest profile issues, and therefore must be able to handle both pressure and complex situations. Candidates must also have strong customer service, accurate logical problem solving and communication skills, and the ability to work in a team environment.

Programming and debugging skills | Power Shell skills are preferable. Prior knowledge of Windows Server and other networking products (preferred but not essential) If you enjoy being the problem-solver in the spotlight of critical problems, then this position will excite and challenge you

Understanding of networking concepts including IP Addressing, Subnetting, Routing, NAT, DNS, DHCP, ARP, VPN technologies and In-depth expertise in supporting Azure networking technologies.

Familiarity with networking tools (ping, tracert, tracemon, Netmon, wire shark, etc.)

Understanding of load balancing, geo-redundancy, CDN and VPN technologies 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.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .