Technical Support Engineering
hace 3 meses
Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & Infrastructure - the largest and fastest growing group in CSS - 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 the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every 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.
Qualifications
Required/Minimum Qualifications
· 5+ years technical support, technical consulting experience, or information technology experience
o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.
Additional or Preferred Qualifications
· Microsoft Technology Certifications.
· Strong knowledge and experience in .Net Framework, ASP.NET, VB.NET.
o Cloud Technologies: Microsoft Azure, Amazon web services, iCloud
o Languages and Compilers: C, C++, C#, VB.NET, JAVA, HTML5
o Developer Tools such as Visual Studio, Unity, Eclipse
o Basic understanding of Web servers like IIS, wr.t configuration, deployment, etc. is a definite plus.
o Good understanding of the concepts of Operating Systems and networking is required
o MCP Certified in at least one of the Microsoft Programming Technologies is an added advantage
o Three or more years in software development, consulting or support with a strong emphasis on Microsoft Client, Server and Development products and technologies.
o Deep understanding of application lifecycle and agile development principals including but not limited to:
o .Net Framework, ASP.NET, ASP.NET CORE, MVC, WCF, Web Services, Signal-R, Azure BOT Framework, VB.NET and Webservers (IIS).
o Expertise in at least – C#, ASP, VB6, RDBMS
o Industry programming experience in building Windows or Internet applications
Language Qualification
Fully Bilingual English/Spanish. English Language: fluent in reading, writing and speaking.
This position will work Pacific coast hours.
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.
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.
· Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
· Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
· Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
Readiness
· Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors
Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert 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. Leverages overall product knowledge to determine if and when features require enhancements.
· Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
· Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
· Translates feedback and creates processes and workflows for case resolution.
· 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.
Business Integration
· Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
Other · Embody our culture and values
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect-
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