Job number 1182206
Date
posted Nov 2, 2021
Travel None
Profession Services
Role type Individual Contributor
Employment type Full-Time
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
Your 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 (e.g. 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
Qualifications
Language Qualification
English Language: fluent in reading, writing and speaking.
Required
o DevOps Systems: Azure DevOps Services, Azure DevOps Server (formerly Team Foundation Server), GitHub Enterprise, Atlassian
o Cloud Technologies: Microsoft Azure, Amazon web services, iCloud
o Languages and Compilers: C, C++, C#, VB.NET, JAVA, HTML5
o Developer Tools such as Visual Studio, Unity, Eclipse
o
Excellent problem solving and troubleshooting skills, with the 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
o Deep understanding of application lifecycle and agile development principals including but not limited to:
• Boards – work items, backlogs, sprints and queries
• Repos – commits, pushes, pulls, and branches
• Pipelines – builds, releases and deployment groups
• Test – Unit and Load tests, parameters, configurations and runs
• Artifacts
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