The Support Engineer – Azure Communication Services acts as the primary technical contact and delivers advanced technical troubleshooting support and problem resolution for Corporate Customers, including issues escalated to the highest levels of Management. The candidate will provide technical support including product technical training to peers.

Azure Communication Services Support Engineer primarily works with external developers (customers) who use Microsoft technologies.

Responsibilities

Troubleshooting complex technical issues, identifying, and fixing the reported issues

Identify and escalate reported bugs in Microsoft products

Provide appropriate alternate implementations/techniques/workarounds to help developers workaround a confirmed bug in Microsoft’s products

Identify issues that occur frequently and help create a knowledge base article to solve/workaround that issue

Qualifications

Bachelor's Degree in Computer Science, Engineering or related field.

Abilities and Experience should include:

Required Hard:

- 3+ years of experience in troubleshooting real time communication applications.

- Knowledge of Azure Fundamentals and product knowledge on Unified communication applications (Skype, Lync, Teams, Cisco UCM, Avaya CM etc )

- Knowledge on VOIP, PSTN, SIP, WebSocket, WebRTC.

- Knowledge of Networking concepts like TCP/IP, DNS, DHCP, QoS, Network Load balancing.

- Basic Knowledge network switching, routing, and NAT/Firewall.

- Troubleshooting knowledge of VOIP protocols like SDP, RTP/RTCP, STUN/TURN/ICE.

- Exposure to tools like Fiddler, Netmon, Wireshark in troubleshooting real time communication applications.

- Understanding on SDK, API.

- Demonstrate logical thinking and apply knowledge in real time troubleshooting.

Required Soft:

- Willingness to learn new technologies/skills

- Willingness to take on challenges

- Be accountable for customer incidents end to end.

- Strong customer focus

- Excellent verbal and written communications skills

- Ability to multitask

- Hard working

Nice to have/desired:

- Prior technical support experience

- Microsoft and Network certifications

- Enterprise/Corporate working experience

- Experience with software development and/or test

- Knowledge of Programming against Microsoft Azure Products

Critical Exposure areas:

1) Great troubleshooting skills

2) Good logical approach to the resolve the problem quickly

3) Ability to learn from an issue/situation, adapt and carry forward the solution to another seemingly unrelated issue

Reporting to: Team Manager

The position requires working in NIGHT SHIFTS and provide VOICE-BASED SUPPORT

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.