Technical Support Engineer Azure Real Time Support - App Service
Microsoft
Bucharest, Bucharest, Romania
2 zile în urmă

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web.

They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers.

From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

  • 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 swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group or engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
  • Provide ramp 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
  • Technical Skills

  • 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, a plus.
  • 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 troubleshooting and developing with Linux, NGNIX, Apache, Java, Node, Python, PHP and Ruby
  • Open Source Web technologies would represent a plus.
  • Experience with customer Docker images and troubleshooting Docker
  • Troubleshooting skills in Network and DNS
  • Familiar with packet sniffers : Fiddler or Network Monitor / Message Analyzer
  • Soft Skills

  • Passion for technology, problem solving, and customer supportability
  • Ability to understand the customers best interests in terms of problem impact
  • Ability and motivation to learn behaviors of unfamiliar components / technologies as needed
  • Ability to discovery, recognize and assess alternate solutions to a problem
  • Leadership - handle technically challenging and politically hot customer situations
  • Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
  • Ability to drive discussions remotely with authority
  • Ability to develop and nurture relationships over long distances and remote technologies like Teams
  • Ability to work collaboratively
  • Logical and critical thinking
  • Ability to deal with ambiguity
  • 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.

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