Customer Experience Engineer

hace 2 días

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

Within Microsoft's Customer Service & Support (CSS) organization, we build trust and confidence for every person and organization through delivering a seamless support experience.

The Customer Service & Support team is responsible for helping customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

We are seeking a skilled Technical Support Engineer - PaaS Developer to join our Applications & Infrastructure group. This team 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 this role, you will own, troubleshoot and solve customer technical issues. You will have the opportunity to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This position requires flexibility, as you may work up to 50% from home and be part of a rotational On-Call schedule for weekend shifts. You will be required to collaborate with resources from other groups as needed to resolve moderately complex customer issues.

**Responsibilities:**

  • Review complex issues and contact customers to understand the issue, ensuring they stay informed about the status/solution.
  • Resolve customer issues through problem solving, collaboration, and research.
  • Perform in-depth product troubleshooting and remediation when needed.
  • Collaborate on cross-team and cross-product technical issues.

**Readiness:**

  • Assist in implementing end-to-end readiness programs.
  • Mentor new Technical Support Engineers.
  • Develop intermediate level competence on support topics.

**Product/Process Improvement:**

  • Provide feedback on product functionality based on customer engagements.
  • Identify potential defects and escalate to senior engineers.
  • Apply broad knowledge of automated tools and provide feedback for improvement.
  • Participate in case triage meetings and share knowledge with other engineers.

**Qualifications:**

  • 3+ years of technical support, technical consulting experience, or information technology experience.
  • Bachelor's Degree in Computer Science, Information Technology, or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience.
  • OOP coding experience or exposure: Solid coding skills with at least 1 year experience in C++, C#, Java, JavaScript, Python, PowerShell, or PHP.
  • Experience working with web services (SOAP or RESTful APIs) and client-server architecture technologies.
  • Understanding of TCP/IP protocols.

Microsoft's mission is to empower every person and 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.

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