Technical Support Engineering

hace 23 horas

San José, Costa Rica Microsoft Corporation 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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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.
Escalation Engineers (EE) investigate and solve critical, complex, and highly technical issues using mostly code-level techniques - like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools.
EEs are responsible for driving Product Engineering engagement.
They handle highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as key collaboration point for support teams.
In this role you will become world best in your area of expertise.
Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.
**Responsibilities**:

- Your Responsibilities
- Handle highly complex, political, financial, executive level cases - as business demands
- Key collaboration point for advanced troubleshooting to unblock issues - including the use of code-level techniques
- Manage engagement with Product Engineering for Support-raised escalations
- Work alongside Serviceability and engineering teams as trusted advisor to improve incident resolution or service deficiency
- Drive process, tool, service delivery and solution improvements that enable effective troubleshooting and remediation (incl.
Diagnostics)
- Provide ramp activities for junior engineers, 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**:
Required
Technical proficiency in the installation, deployment, configuration of IE and Edge
- Deep knowledge in troubleshooting technologies like IE and Edge
- Broad experience in web development with knowledge in HTML and JavaScript, CSS (Cascade Style Sheet), Web Browser Control, C# or.Net
- Good understanding of networking fundamentals, including network, transport and security layers, specifically including TCP, IP, FTP, SSL, TLS protocols
- Good understanding of the concepts of Operating Systems, networking and basic group policy is required

Experience in one or more of these areas desirable
- Knowledge on IE SDK will be a plus
- Knowledge of symmetric and asymmetric cryptography principles, with experience in working with a PKI
- Experience in troubleshooting Chromium based browsers
- Language Requirement: fluent English

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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