Cloud Identity Leader

hace 2 semanas


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

About Us

Microsoft Corporation is a leader in the cloud services industry, and we're looking for talented individuals to join our team as a Support Escalation Engineer. In this role, you will have the opportunity to leverage your technical expertise to solve complex problems and work with our most strategic enterprise customers.

Job Description

As a Support Escalation Engineer, you will be a technical leader and will have many opportunities to assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios, and problem-solving collaboration. You will also have access to a comprehensive panel of experts and the opportunity to work directly with our Development team.

Responsibilities

  • Build business relationships with key customer contacts and Technical Account Managers to enhance trust
  • Participate in regular governance calls with assigned customers and account team stakeholders to solicit customer support needs and blockers
  • Capture key customer context and raise awareness of events and/or need-to-know information across the team
  • Identify problems and/or improvement opportunities via routine review of customer case trends and track mitigation, solution development, and/or team awareness
  • Share best practices and other resources based on customer Azure usage areas and observed trends
  • Quickly identify customer issues to specific Azure Services or Azure Platform
  • Respond to and resolve critical customer issues by performing depth analysis work and engaging with the Engineering Group effectively
  • Develop tools and scripts to automate troubleshooting activities and explore diagnostic opportunities on Tenant-based monitoring/alerts
  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently
  • Act as a technical leader, mentor, and role model across the ARR business
  • Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas


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