Support Escalation Engineer
Bangalore, Karnataka, India
1d ago

Our Organization : No two days are the same in Customer Service and Support at Microsoft. We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Microsoft software and services.

As cloud goes main stream, Microsoft Azure is leading the way. Azure’s continued success depends on providing our customers a world class support experience.

  • The Azure Rapid Response (ARR) team is geographically distributed with staff in America, Asia, and EMEA. We speak many languages;
  • and we come from a variety of cultural backgrounds. We provide end-to-end Azure solution support for the most critical enterprise customers and top Startups.

    We are looking for talented people with a growth mindset, a passion for solving complex issues and an obsession for customer happiness.

    Our Culture : Our culture is built around attributes that drive our every decision, and our every action. 1. Customer obsession Our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.

    2. Growth mindset Our people focus on learning, improving and being open about change.

    3. Diverse and inclusive We celebrate and leverage our cultural differences as it makes us a stronger organization and provides the best experience for our engineers and customers.

    4. One Microsoft We believe in a boundary-less organization, unlocking the collective genius and building great experiences.

    5. Making a difference We think beyond the traditional measures of business or individual success and believe that our work is purpose driven, improving lives worldwide.


    The RoleAs an Escalation Engineer focused on High performance computing (HPC) environments, you will have the opportunity to leverage tools and troubleshooting skills to solve technically complex problems while working with our most strategic enterprise customers.

    You will be a technical leader and will have many opportunities to assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration.

    As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team. Responsibilities include :

  • Ability to build business relationship with key customer contacts and Technical Account Managers and enhance the trust.
  • Ability to quickly identify customer issues to specific Azure HPC Infrastructure or / and Azure Platform; and being able to conduct in-depth and be able to work with Engineering as well as HPC platform groups effectively.
  • Respond to and resolve critical customer issues.
  • Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring / alerts.
  • Test and vet new technology in support of HPC Azure efforts.
  • Document material so that customers can easily find useful information and other engineers perform routine tasks.
  • Requirements :

  • 3+ years of technical customer support experience
  • 3+ years of technical experience in three or more of the following :
  • o Cloud Core Platform (Compute, Storage)

    o Familiarity with Security and OS Internals concepts (Linux and / or Windows )

    o Understanding of Virtualization concepts and virtual system administration

    o Managing HPC clusters on-premises or on Cloud

  • In-depth knowledge of TCP / IP networking and related protocol, InfiniBand.
  • Programing skills in scripting languages like python, bash, ruby.
  • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutionsPreferences :
  • BS in computer science or engineering preferred
  • Understand foundation and background in Microsoft products and technologies
  • Programming skills in C, C++
  • Familiarity with HPC schedulers
  • Familiarity with MPI libraries and programming
  • Linux OSS preferred
  • o Experience administering Linux (boot process, file systems, network device and protocol configuration)

    o Familiarity with core OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP

  • Understand hierarchical file systems, including high performance parallel storage, HPC cacheSoft 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 Skype
  • 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.

    Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

    We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

    Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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