Technical Support Engineering-azure Apps Services

hace 3 semanas

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 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 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**:
**Responsibilities**:
**About the Role**:

- You will be accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to full resolution, you will own and manage your investigation over the phone and Web.

**How your day looks like as a Support Engineer - main responsibilities**:

- Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding problems identified in Microsoft software products, and manage relationships with those customers.
- Be flexible to work in different shifts.
- Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
- Acquire & coordinate resources from other groups as needed to resolve customer issues.
- Manage hot issues by setting customer expectations, devising action plans, and professionally communicating to all parties involved.
- Share knowledge with other engineers and develop customer solutions efficiently.
- Communicate technically complex information with Microsoft’s developer customers via telephone, written correspondence, and electronic services.
- Create advanced technical content including Microsoft Knowledge Base articles, samples, whitepapers, and training.
- Own and Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers.
- Drive resolution of critical situations (CritSits) and ensure smooth execution through the life of the crisis by adherence to processes and guidelines.

**Qualifications**:
**Qualifications**:
**Qualifications Required**:

- 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.
- 3+ years of **Enterprise** technical customer support experience or software development experience
- 3+ years of technical experience in **at least 3** of the following:

- Knowledge of MVC frameworks, particularly ASP.NET MVC.
- Knowledge of IIS configuration and how HTTP requests are handled by IIS.
- Knowledge of Azure App Services and Cloud Services is an added advantage.
- Knowledge of database technologies in one or more of the following: MSSQL, MySQL, MariaDB, MongoDB, PostgreSQL, Redis, and CosmosDB a plus.
- Technical experience in continuous integration (CI) and continuous deployment (CD) with one or more of the following: Azure DevOps, Jenkins, Oryx, Git, GitHub, Bitbucket.
- Knowledge of programming and/or troubleshooting technical issues with experience of (1/2/3)+ years and a solid foundation on the basics of programming in one of the following languages: C#, Python, JavaScript, Node, PowerShell, Java
- Knowledge of troubleshooting Rest Api Calls using Postman or som

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