Do you have a passion for Cloud Services? Do you want to be a key technical leader in a rapidly growing & profitable “Enterprise” cloud service? Does building the Services infrastructure of a cloud service excite you? If you want to join a fast-paced team & have an impact on a growing online business, this is the opportunity for you to drive the evolution of Microsoft Azure Support while keeping customer satisfaction as the top priority! This is an opportunity for you to be constantly learning as the Platform expands to provide broader capabilities to our customers, enable customers using a service rather than on premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of Customer Service & Support (CSS), Engineering and Operations teams.

Our Culture:

Our culture is built around attributes that drive our every decision, and our every action.

Customer obsession – Our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.

Growth mindset – Our people focus on learning, improving and being open about change.

Diverse and inclusive – We celebrate and leverage our cultural differences as it makes us a stronger organization and provides the best experience for our engineers and customers.

One Microsoft – We believe in a boundary-less organization, unlocking the collective genius and building great experiences.

Making a difference – We think beyond the traditional measures of business or individual success and believe that our work is purpose driven, improving lives worldwide.

Our Role:

Support Engineers (SE) serve as frontline technical resources for Microsoft premier, unified, and Azure Rapid Response customers and partners via phone, email, chat 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. As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team.

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/engineering group

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience

• Provide ramp activities, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration & 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

Qualifications

Required

2+ years of technical customer support experience

2+ years of technical experience in the following:

Web Development or Customer Support experience in one or more of the following: Web App, Windows IIS, ASP.NET or Azure Web Apps

Knowledge of HTML, HTTP protocol and CSS

Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging

Experience with REST API calls and CRUD operations

Troubleshooting skills in Network, Connection, Socket and DNS

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

Preferred

• Experience in Mobile App Development, Debugging and Troubleshooting

• Application development & debugging experience with one or more languages or frameworks: Java, JavaScript, Node, .NET Core, ASP.NET

• WebSocket, SignalR or WebRTC

• Experience in Azure or other cloud computing platform

• Experience working with cloud communication APIs

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. 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.