ARM Support Engineer

ARM - SUPPORT ENGINEER (Developer exp) -

18-month contract

Hybrid, mostly WFH

Based in San José - Costa Rica

Overview:

The Developer Escalation Engineer provides advanced technical support to Microsoft customers, partners, and Independent Software Vendors (ISVs). This role specializes in resolving complex issues related to application development, Azure services, security integrations, and Microsoft Sentinel. You will work directly with developers, collaborate with engineering teams, and act as a trusted advisor to help customers optimize and secure their applications across the Microsoft ecosystem. This position requires deep technical expertise, strong customer-facing skills, and the ability to handle complex troubleshooting scenarios with clarity, quality, and precision.

Core Responsibilities

• Serve as a frontline technical escalation resource for developers and ISVs, managing cases end to-end through phone, email, or web.

• Troubleshoot and resolve complex issues related to: o Azure application development and deployment o Security configurations and threat detection o Microsoft Sentinel integration, analytics, and automation o Application performance, debugging, and compatibility

• Analyze logs, traces, alerts, and telemetry to identify root causes and propose actionable solutions.

• Collaborate with engineering (PG), product teams, and global peers to resolve advanced technical issues.

• Guide developers through best practices for secure coding, cloud architecture, and Microsoft platform utilization.

• Identify, document, and escalate software bugs, product limitations, and customer insights.

• Create technical documentation, knowledge articles, and reusable troubleshooting assets.

• Act as a customer advocate, ensuring clear communication and expectation management throughout the support lifecycle.

• Assist ISVs and enterprise customers in optimizing their solutions on Azure and integrating with Microsoft security tools.

• Support innovation by contributing to self-help resources, automation, and product enhancements.

Required Qualifications (Must-Have):

• 3+ years of experience in software development, debugging, or developer support (C, C++, C#, .NET, or equivalent).

• Hands-on experience with Azure services (App Services, Functions, VMs, Storage, Identity, Networking, etc.).

• Security knowledge, including threat analysis, identity management, and security best practices.

• Microsoft Sentinel experience, such as: *Analytic rules *Automation rules / playbooks *KQL queries *Security incident investigation.

• Strong troubleshooting and debugging skills for native and managed code.

• Experience working directly with developers, ISVs, or engineering teams.

• Knowledge of scripting languages like PowerShell, JavaScript, or Python.

• Excellent written and verbal communication skills in English.

• Ability to deal with ambiguity and handle complex technical challenges independently.

Preferred Skills:

• Experience with ARM64 application troubleshooting.

• Deep knowledge of Windows development, Windows SDK, or system internals.

• Familiarity with Windows architecture, memory management, and xDR subsystems.

• Experience debugging at scale using tools like WinDbg, Visual Studio Debugger, or Azure Monitor.

• Prior experience in enterprise support, escalation support, or customer-facing engineering roles.

• Experience building or troubleshooting integrations with Microsoft security or identity tools.

Education:

• Bachelor's or Master's in Computer Science, Engineering, or related technical field OR equivalent hands-on experience in development or developer support.