Support Engineer

hace 2 días

San José, Costa Rica Microsoft A tiempo completo

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**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/engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration & 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**:
**Qualifications**

Required/Minimum Qualifications
- 3+ years technical support, technical consulting experience, or information technology experience,technical customer facing role,prior experience working on client-server architecture technologies, Azure technical support or equivalent technology
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, experience working with web services (SOAP or RESTful APIs), or information technology experience, year(s) of OOP coding experience or exposure.

Additional or Preferred Qualifications
- Solid coding skills with at least 1 year experience in any of the following technologies: C++, C#, Java, JavaScript, Python, PowerShell or PHP.
- Strong analytical and problem-solving skills
- Advanced understanding of the TCP/IP protocols, such as HTTP and DNS.- Degree in Computer Science or equivalent experience.
- Outstanding written and verbal communication skills, ability to amicably manage conflict and negotiate resolution.- Ability to deal with multiple tasks and situations daily. Maintaining calm and composure in stressful situations is a must.

What does the PaaS developer POD do?

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.

The Engineer’s shift can vary according to business needs. Weekend coverage is part of this role. Though schedule changes are not frequent, we need to have flexibility to accommodate changes as needed. This position will require work a rotational On-Call schedule for weekends shifts.

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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