Azure Networking Support Engineer

hace 2 semanas

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

**Our Organization**

Do you have a passion for Cloud Services?
Do you want to be a key technical leader in a rapidly growing & profitable "Enterprise" cloud service?
Does building the Services infrastructure of a cloud service excite you?
If you want to join a fast-paced team & have an impact on a growing online business, this is the opportunity for you to drive the evolution of Microsoft Azure Support while keeping customer satisfaction as the top priority
This is an opportunity for you to be constantly learning as the Platform expands to provide broader capabilities to our customers, enable customers using a service rather than on premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of Customer Service & Support (CSS), Engineering and Operations teams.
**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 in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness
- Assists in the implementation of end-to-end 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**:**
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.
**Additional or Preferred Qualifications**
- Strong knowledge and understanding of TCP/IP protocols
- Familiarity with networking concepts including VPN, DNS, IP addressing, Routing (such as BGP or OSPF),
- Understanding of the OSI model and related concepts.
- Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
- Solid foundation and background in Microsoft products and technologies
- Solid foundation and background in Cisco, fortinet, palo alto, or similar network solution providers
- Technical experience in **one **or more of the following:

- Hands-on experience configuring Akamai, Cloudflare, or Azure CDN technologies
- Hands-on experience configuring Cloudflare, F5, Imperva, Barracuda, Citrix, or Azure Web Application firewalls.
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.
Your shift can vary according to business needs.
Examples: Monday to Friday, any working hours from 6am to 6pm Pacific Time, or _weekend_ coverage depending upon business needs.
Please note that shifts might change according to business needs.
Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.
This position may require you to work a rotational On-Call schedule, evenings, weekends and holiday shifts.
This role supports Microsoft hybrid work policies; to include work from home and in country location flexibility.
Benefits/perks listed below may vary depending on the

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