The world of business is undergoing a significant change with the next Digital Revolution, the move to Cloud. Azure is at the forefront of this revolution with an ever-expanding array of services and offerings.
We are looking for passionate candidates with experience deploying on any of the public Cloud platforms to help us redefine online support .
This role is ideal for someone who is passionate about deploying or supporting cloud services with knowledge of usage patterns for these services.
CSS Azure Chat team is a team of dynamic individuals, passionate about shaping the customer support experience. Our ability to represent Microsoft Support, troubleshoot, problems solve and answer customer questions to help customers get the most out of their Azure solutions is our greatest strength.
We are just starting to roll out the Chat Modality to help customers with their questions and technical problems starting with chat in the Azure space rather than limiting it to only phone calls and emails.
We are paving the way for next generation’s systems and methods of helping our customers.
The depth of expertise represented in Azure Chat currently spans Azure Virtual Machine, Azure Networking and will be expanding into Web Applications and Azure Database technologies among other services.
We focus on providing the excellent customer experience with CARE behaviors Effective Communication, Accountability, Resourcefulness, and Empathy.
Chat Support Engineers (SE) serve as technical resources for Microsoft’s customers and partners starting via chat but could move to phone and / or email as well.
They deliver unique value by collaboratively 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 commercial Azure customers.
From problem identification to full resolution, you will own and manage the customer experience starting through chat but also by phone and email.
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 leveraging various resources or by involving your colleagues) and about being an excellent communicator and a service oriented professional.
The impact you will have :
Frequently, these problems will not only be technically complex, but could be politically charged situations requiring the highest level of customer skill.
Constant collaboration with Support Engineers at different levels and technology area. Report software bugs and customer suggestion to the product group to help improve our tools and processes.
Core Responsibilities :
Technical Skills :
Good understanding of cloud computing technologies across Windows and / or Linux, with demonstrated hands-on experience on one or more of the following domains :
Azure Platform (Compute, Storage and Networking), Operating System / Virtualization, Windows Active Directory and Networking.
Windows Azure Platform
Knowledge of Windows Azure Platform services
Azure Platform development and deployment concepts
Familiarity with troubleshooting
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
Windows / Linux OS deployment, configuration and performance troubleshooting.
Strong knowledge and understanding of TCP / IP protocols and OSI Model
Experience with Infrastructure / Network Administration
Troubleshooting at the expert level within large Network Environments
Notions of Private, Hybrid and Public Cloud
Notions of Windows and / or Linux OS
Notions of Virtualization of SDN technologies
Solid foundation and background in Microsoft products and technologies
Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP / s
Familiar with packet sniffers : Wireshark or Network Monitor / Message Analyzer
Familiar with load balancing, geo-redundancy, CDN and VPN technologies preferred
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
Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, Jenkins, etc.)
Experience administering Linux (boot process, file systems, network device and protocol configuration)
Familiarity with core OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP