Technical Support Engineer

hace 2 semanas


San José, San José, Costa Rica Microsoft A tiempo completo

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.

Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.


Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience.

In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.


Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so.

Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish.


In the Customer Service & Support (CSS) team we are looking for a Technical Support Engineer - with a passion for delivering customer success.

As a Technical Support Engineer Azure Security you will own, troubleshoot and solve customer technical issues.

This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 100% from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.


Responsibilities:

Response and Resolution

  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
  • Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
  • Performs indepth product troubleshooting and remediation when needed.
  • Collaborates on crossteam and crossproduct technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness

  • Assists in the implementation of endtoend readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement

  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
  • Identifies potential defects and escalates to more senior engineers to resolve.
  • Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
  • Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Other

  • Embody our culture and values

Qualifications:

Required/Minimum Qualifications

  • 3+ years technical support, technical consulting experience, or information technology experience
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
  • Previous experience in technical support or customerfacing roles.
  • Proficiency in troubleshooting technical issues, with a strong understanding of cloudbased security solutions.
  • Experience providing support for Microsoft products or similar technologies.
  • Fluent in reading, writing and speaking English.

Other

  • 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

  • San José, San José, Costa Rica Splunk Inc A tiempo completo

    Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Support Engineer

    hace 2 semanas


    San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    2+ years of software development, or 2+ years of technical support experience Experience scripting in modern program languages Experience troubleshooting and debugging technical systemsAre you looking for an opportunity to be at the forefront of ensuring customer satisfaction and operational excellence? Do you thrive in a dynamic and challenging environment?...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    Overview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services,...


  • San José, San José, Costa Rica Microsoft Corporation A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft Corporation A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Tek Experts A tiempo completo

    Overview:We're seeking a customer-oriented Azure Tech Support Engineer to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or...

  • Automation Engineer

    hace 2 semanas


    San José, San José, Costa Rica Northwind Technical Services A tiempo completo

    Job Purpose:The Automation Engineer I is responsible for ensuring the safety, financial, and technical success ofprojects and work assignments related to the support, service, maintenance, and upgrading ofNorthWind's product offerings.Job Duties and Responsibilities: Attend NorthWind inhouse training Design and review electrical drawings Perform customer...


  • San José, San José, Costa Rica Zuora A tiempo completo

    OUR VISION:THE WORLD. SUBSCRIBED.Customers have changed. They're looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.In the old world (let's call it the Product Economy) it was all about things....


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Palo Alto Networks A tiempo completo

    Company DescriptionOur MissionAt Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. We...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    With a team of over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization focuses on shaping Microsoft's end-to-end customer experience, from strategy to implementation.Join us at CE&S and be part of creating a future where customers choose us not just for our top-notch products and services, but also for the exceptional...


  • San José, San José, Costa Rica Palo Alto Networks A tiempo completo

    Company DescriptionOur MissionAt Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. We...