AMVETS Jobs

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.

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 highly 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 50% 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

Responsibilities

• Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering

• 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 or engineering group

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

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

• Drive technical collaboration and 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

Qualifications:

English Language: confident in reading, writing, and speaking.

Business Management and Technical Support related job experiences.

Technical Skills

Knowledge in one of the following areas in Public Cloud (IaaS, PaaS or Data & AI):

1) IaaS:

Knowledge of at least one of the following domains:

Public Cloud architecture and its components (ie. Azure Fabric, Compute, Storage)

Operating System & Networking

2) PaaS

Development experience with one or more languages or frameworks: .NET Core, ASP.NET, Java, Node, Python, PHP and Ruby, WordPress and etc.

Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

OSS (PHP, Python, Node JS, Docker, Linux, CI/CD) or implementation experience.

3) Data & AI

Primary responsibilities and knowledge requirements include a thorough understanding of one or more of the following products/technologies:

Big Data technology like Hadoop/Spark/Databricks/HBase/Kafka, etc.

Relational Database Management Systems like SQL Server, MySQL, PostgreSQL, etc.

Microsoft Business Intelligence products like Power BI, Analysis Service, etc.

MongoDB, Data warehouse, ETL is a big plus.

Expertise in Java, C#, Python is also a big plus.

Required/Minimum Qualifications

10+ years technical support, technical consulting experience, or information technology experience

OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 8+ years technical support, technical consulting experience, or information technology experience.

• Good understanding of Cloud Technologies and market competition environments

• Experiences working in a global organization environment

• Experiences and knowledgeable in driving global process improvement or managing global projects

• Experiences in working with senior leaders as advisor and provide consultations to senior leader with global responsibilities

• Experiences in working with engineering group to drive better customer support experience

Additional or Preferred Qualifications

• Microsoft Technology Certifications

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) .