Job Opening for Support Escal Eng with Microsoft

Job description

Role Name: Support Escalation Engineer

Are you interested in the cloud business? The Microsoft Azure Platform is strategic to Microsoft, and Azure Rapid Response (ARR) support is the most critical support offering for Azure customers on top of Premier support.

Azure Rapid Response support provides unique values to ARR customers, including but not limited to the following:

• 15min Initial Response to ARR customer’s most critical (Severity A) support needs.
• A designated team of experienced Azure support engineers who know the customer’s solution.
• Each ARR customer will have one customer lead engineer in ARR team who will walk through the Onboarding process as well as maintaining periodic engagements.
• The opportunity for you by serving the most critical Azure customers World Wide - is having exposure to broader solution architectures, working in-depth problems with both experienced resources in CSS and with Engineering teams, and initiating innovation on automation/tenant-based monitoring/alerts. This role will partner very closely with TAM/ADM, and act as customer’s advocate to Serviceability, Azure Operations and Engineering group.

Responsibilities include:

The ARR Support Escalation Engineer (SEE) is a critical role in the resolution of highly complex, technical, and escalated support incidents related to supporting customer development and deployments on the Azure Platform.

A Support Escalation Engineer is a SME in Azure Platform services, technologies, offerings, and customer deployment. The successful candidate has the drive and intellectual horsepower to resolve the most difficult technical customer issues, often through collaboration with other technical specializations; will be a technical resource for the team regarding case reviews, troubleshooting, and effective customer interaction; develop and publish content for customer self-help; will work in close collaboration with the Engineering Groups and Operations teams; and will interface with various levels of management within customers, Partners, and Microsoft.

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:

SOFT SKILLS

• Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues 
• 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

Successful candidate will demonstrate Subject Matter Expert level knowledge on one, or more, of the following areas:

• Microsoft Azure Core Platform (Azure Fabric, RDFE, RDOS, Networking, Storage)
• Azure PaaS application development & troubleshooting
• SQL Azure 
• Azure Networking services 
• Azure Media Service
• System administration of Windows/Linux, as well as Virtualization technology. 

EXPERIENCE

At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role

GENERAL

Available to work critical cases as needed on a 24x7 basis or through an on-call model.
Be flexible on 10x4 shift arrangement or covering one weekend day.
Occasional domestic and international travel.

EDUCATION/CERTIFICATION

B.S. degree in Computer Science or equivalent experience

At least one of MCSE, MCPD, MCAD, or MCTS 70-583 (Designing and Developing Windows Azure Applications)

Click on THIS link to apply.