Support Engineer

hace 7 días

San José, Costa Rica Microsoft 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.

**Responsibilities**:
Your Responsibilities
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group or engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
- Provide ramp activities, 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

Responsibilities: Be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners. Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed. Consult and collaborate with your immediate peers or colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues. Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. Document your technical work and research in detailed and comprehensive manner. Prioritize your work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems. Your shift can vary according to business needs.

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

- 3+ years of customer facing support experience
- English and Spanish Language: fluent in reading, writing and speaking.
- Experience on Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA.
- Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
- Cloud Application Management and configuration
- Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.
- Module-View-Controller (MVC) architecture and MVC Development
- Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

Experience in one or more of these areas desirable
- Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
- OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies.

**Preferred Qualifications**:
Support Engineer for Azure Identity Developer Required Qualifications: No two days are the same in Customer Service and Support at Microsoft. We engage in solving challenging and complex problems, we collaborate and share learnings with each other and innovate on solutions to enable our customers make the most of Microsoft products. Our team is geographically distribute

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