Support Engineer

Microsoft

Hyderabad, Telangana, India

6d ago

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.

Responsibilities

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 :

Represent Microsoft and communicate with consumer customers via Chat, telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products, by providing technical support.

Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.

Frequently, these problems will not only be technically complex, but could be politically charged situations requiring the highest level of customer skill.

Be responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.

Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.

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.

Contribute to improvement the overall support experience for any technical support professional solving for Microsoft issues in the world (advocates) by writing and updating technical documentation for our WW Services knowledge base.

Core Responsibilities :

Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.

Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.

Act internally as a customer advocate.

Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.

Advise customers on how to gain additional value from their Microsoft products.

Document your technical work and research to help your colleagues, improve the product, and improve the support experience.

Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.

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.

Networking

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

Linux OSS

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

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 Skype

Ability to work collaboratively

Logical and critical thinking

Ability to deal with ambiguity

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