Job description

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. Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues. • *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. + Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. + Performs in-depth product troubleshooting and remediation when needed. + Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. • *Readiness** + Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate 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. + Identifies potential defects and escalates to more senior engineers to resolve. + Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. + Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. + 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. • *Other** Embody our culture and values • *Qualifications** Required/Minimum Qualifications + 3+ years technical support, technical consulting experience, or information technology experience **OR** Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience. + 1+ years technical background in any of the below listed technologies related to Infrastructure, IaaS, PaaS, Database, Big Data, Application Development. • *Additional or Preferred Qualifications** + Microsoft Technology Certifications. + Experience in one of more of these areas desired: • Windows System Administration/Virtualization • Windows scripting or PowerShell • Familiarity with Active Directory, Security, OS Internals concepts • Understanding of Virtualization concepts and virtual system administration • Familiarity with system management tools such as SCOM • Experience with Hyper-V configuration and administration • Networking • Familiarity with networking concepts including VIPs, NAT, DNS • Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.) • Familiarity with routing and routing protocols such as BGP or OSPF. • Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred • Understanding of the OSI model and related concepts • Understanding of TCP/IP and other networking services: DNS, WINS, DHCP, Routing • Linux OSS (Preferred but not required) • Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.) • Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.) • Experience administering Linux (boot process, file systems, network device and protocol configuration) • LAMP (Linux, Apache, MySQL, PhP or Python) • SCCM • Windows Desktop, 0365, Exchange Online • Skype for Business/ Sharepoint / Teams • OCS/Lync/Skype for Business/Teams, Jabber, Exchange, Zoom, or Cisco WebEX • Windows Server Operating System knowledge which includes understanding of NTFS/Share Permissions, File Sharing, Performance Monitoring, Event logging, Task Manager, Windows Firewall, User and Group Management • Chef/Puppet, Docker/Container core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP IIS and HTTP protocol • AP, Json templates • Storage technologies (cloud and/or on premises) • RDP protocol • Service Fabric or Azure Cloud Services • REST API • .Net development, IIS • .NET Framework SDK • Java API/SDK • Software development experience with C++ or C# • Debugging code (WINdbg, Visual Studio Debugger) • Linux, Mac, Java, PHP, Node.js, Python or Ruby. • Hadoop, NoSQL , ETL, streaming, Machine Learning or other Big Data/Analytics technology • Programming & Debugging • Experience in Java, Python, R, Scala, REST concepts, C/C++, HTML or JavaScript. • Knowledge and experience with the Open Source ecosystem. • Experience in RDMS such as Microsoft SQL Server and Microsoft BI technologies including SQL Server Analysis Services, Power BI, SQL Server Reporting Service. • Exposure to working with customers on Microsoft Cloud products or Competitive Cloud Solutions 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. Your shift can vary according to business needs. Examples: Monday to Friday, any working hours from 6am to 6pm Pacific Time, or _weekend_ coverage depending upon business needs. Please note that shifts might change according to business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed. This position may require you to work a rotational On-Call schedule, evenings, weekends and holiday shifts. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (icrosoft.com/us/en/accommodationrequest) . Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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