Support Engineer- App Services
Microsoft
Bucharest, Bucharest, Romania
‎în urmă cu 7 ore

The successful candidate will work within a team (EMEA wide) of support engineers focused on resolving our End Customer’s technical & product issues.

This requires scoping and troubleshooting complex issues, managing the customer’s expectations and collaborating with others to meet those expectations in the shortest possible time.

This position requires the ability to provide technical support on Azure PaaS Developer technologies

Core Resposibilities

  • Communicate with customers, CSS engineers and appropriate subsidiary staff via electronic correspondence or telephone.
  • Assist with onsite support regarding mission critical problems experienced with the supported technology & product within your team.

  • Solve complex level of problems, involving broad product knowledge or functionality speciality redirected by CSS or escalated by EMEA subsidiary sites.
  • Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical).

  • Take an active role in challenging and suggesting enhancements on existing processes and workflow.
  • Develop own technical & functional knowledge on products / technologies related to the team scope.
  • Write technical articles in order to distribute technical information to all Customers, CSS engineering and subsidiary staff.
  • Attend triage meetings with local CSS engineers to share knowledge and efficiently develop customer solutions.
  • Develop and deliver internal CSS and customer technical trainings / workshops in speciality areas.
  • Perform technical mentoring and assisting of CSS engineers and SMS&P to ensure the quality of support given.
  • Preparation and Delivery of pro-active support services (Supportability Reviews and Expert Roundtables). Contribute to those topics in supported technology and define scope of upcoming technologies.
  • Assist with special projects as assigned (International Business & Process Improvement). Assist in special projects in conjunction with other MS departments (MCS, Pre Sales ).
  • Assist in hot-site issues by setting customer expectations, devising action plans and communicating to BG, SMS&P, partners and customers.
  • Use sophisticated tools to analyze complex problems and develop solutions to meet customer needs.
  • Assist in representing Microsoft in any forum seminars, technical or marketing, conferences event).
  • Work with local marketing people for product feedback & new product launches.
  • May participate in 24x7 rotation based on products / technologies knowledge (Country dependent).
  • Key Success Criteria

  • Ability to delight customers, contribution to team customer satisfaction goals.
  • Excellent Team player.
  • Strong ownership of customer issues.
  • Realise personal accountability within team

    Qualifications

    Skills & Qualifications

    Customer Support or Software Development experience in three or more of the following : Web App troubleshooting on Linux, Windows IIS, Azure Web Apps or Docker

    Application development & debugging experience with one or more languages or frameworks : Java, Node, Python, PHP and Ruby, .

    NET Core, WordPress, Joomla and Drupal a plus.

    Knowledge of HTML and CSS.

    Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging.

    Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

    Experience in one or more of these areas desirable

    Deep experience with Open-Source Web technologies, troubleshooting and developing with Linux, NGNIX, Apache, Java, Node, Python, PHP and Ruby

    Experience with customer Docker images and troubleshooting Docker

    Troubleshooting skills in Network and DNS

    Familiar with packet sniffers : Fiddler or Network Monitor / Message Analyzer

    Preferred

    Background in Software testing and Technical training

    Knowledge of an European language other than English

    Customer focused.

    Technically credible.

    Excellent communication skills both spoken and written.

    Able to work well under pressure and meet commitments.

    Ability to communicate with international customers (cultural awareness).

    Qualifications

    Degree in Computer Science preferred or, alternatively, in a technical discipline.

    Desirable MCSD, MCSE, MCSA or other Microsoft certification(s) in some of the technologies mentioned above.

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