With over 17,000 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.

　　Azure Event Management (AEM) is a comprehensive Premier/Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, AEM provides a fast reactive support experience if the customer does experience any problems.

　　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.

　　Responsibilities

　　Roles and Responsibilities

　　• Acts as the final point of escalation and resolution for advanced technical support for highly complex products, highly escalated issues pertaining to confidential security, highly technical or network/system issues.

　　• Provides advanced technical support to diverse audiences including highly technical IT professionals, developers, architects, and executive management.

　　• Own customer support experience, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g. swarming)

　　• Help drive customer success and confidence in the Azure platform

　　• Provide Best Practice recommendation across the entirety of Azure resources based on Customer solutions.

　　• Articulate, written and spoken, recommendation to leadership and technical level audiences.

　　• Navigate complex, strategic, high-profile customer event requirements and needs.

　　Qualifications

　　Required Qualifications:

　　• English Language: fluent in reading, writing and speaking

　　• 3+ years’ experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment

　　• 3+ years of technical customer support experience or software development experience

　　• 3+ years of technical experience in three or more of the following

　　○ Service Bus and Event Hub

　　○ Cloud Application development or support experiences with PaaS services (Redis Cache, Service Fabric, Cloud Service, IoT suite, Azure Batch, Mobile Apps, etc.)

　　• An ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

　　Preferred Qualifications:

　　• BS in computer science or engineering preferred

　　• Solid foundation and background in Microsoft products and technologies

　　• Troubleshooting skills in Network and DNS

　　• Familiar with packet sniffers: Fiddler or Network Monitor/Message Analyzer

　　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.

　　Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .