Linux Escalation Support Engineer

hace 3 semanas

San José, Costa Rica Microsoft Corporation 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 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.

Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.

This role is flexible in that you can work up to 50% 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
- You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices
- Readiness
- You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
- Product/Process Improvement
- You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

**Qualifications**:
EXPERIENCE REQUIRED- 5+ Years Experience administering Linux (boot process, file systems, network device and protocol configuration)
SOFT SKILLS- Leadership - handle technically challenging and politically sensitive customer situations
- Strong communications skills - Excellent spoken and written English communication skills
- Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
- Demonstrable troubleshooting skills
- Cross-team collaboration
- Logical and Critical thinking
- Passion for technology and customer support
- Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing. Fluent English Language skills
TECHNICAL SKILLS- Deep knowledge in one or more Linux distros and technical understanding of at least one of the following areas: Operating System/Virtualization or Networking. Troubleshoot architectural design issues, implementation issues, and troubleshoot problems in customer 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, etc.)
- Experience administering Linux (boot process, file systems, network device and protocol configuration)
- LAMP (Linux, Apache, MySQL, PhP or Python) - Ansible, Docker/Containers, Kubernetes/OpenShift
- Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
Operating System/Virtualization
- Familiarity with LDAP, Security, OS Internals concepts
- Understanding of Virtualization concepts and virtual system administration
- Experience with Hyper-V, VMWare, Xen configuration and administration
- Cloud experience strongly preferred
Networking
- Familiarity with networking concepts including VIPs, NAT, DNS - Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)
- Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
- Understanding of the OSI model and related concepts

EDUCATION/CERTIFICATION- B.S. degree in Computer Science or equivalent experience
- Linux Professional Institute

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