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Microsoft Corporation Azure Monitoring-Technical Support Engineer in Issaquah, Washington

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.

Our support engineers are typically well versed with technologies such as System Center Operations Manager, Orchestrator, SQL, PowerShell, LINUX, and just about any application and infrastructure "As a Service" offering available within Azure and other popular cloud service providers. Our technologies integrate with the full gamut of Microsoft Technologies which while expertise is not required it certainly helps to be familiarized with Azure Active Directory, Configuration Management, Virtual Machines, Virtual Networks, DSC, Update Management, all in the Azure Cloud and Hybrid environments. Most of our engineers will work with about 10-15 customers at any given time and will operate on a case pulling system where team work is absolutely necessary and the customer is placed at the center of everything we do. We are a 24/7 365 day operation and we work closely with multiple Microsoft Product and Support Teams so effective collaboration skills are paramount in this support role. Microsoft maintains very high customer service standards so having soft skills and being able to remain cool under pressure are also requirements of this role.

Responsibilities

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:

We are looking for candidates that fit a unique blend of Customer Service Champions and Cloud Computing aficionados. We typically find System Admins with some development background are usually strong matches for the Support Engineer role. If you enjoy working with bleeding edge Azure technology, Enterprise Level Customers, and having an active role with how Microsoft''s cloud products are designed and improved, the Support Engineer role might be for you!

  • Embody our culture and values

Qualifications

Requirements:

  • 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 of Application Monitoring

  • 3+ System Administration/Configuration of Windows and Linux Operating systems Prefered Qualifications: · PowerShell or Python Script authoring experience· Azure or any Cloud Computing Support (Azure, Amazon Web Services, Google Cloud Platform)· AAD and RBAC Knowledge· API Management and Micro Services· Deployment of Azure Resources using ARM Templates & PowerShell· REST API Knowledge/Support· Support with Monitoring Products (SCOM, Azure Monitor, SolarWinds, Splunk)· Kusto Query Language familiarity· Strong Windows and LINUX Administration· System Center Support Experience (SCOM, SCORCH, SCCM, VMM)· Enterprise Monitoring, Management, SIEM or AIOps solutions· Advanced Windows or Linux administration/configuration such as clusters and directory services· Containers solutions such as Docker or KubernetesBeneficial but not required Azure Certifications:-Certifications AZ900, AZ104, AZ303/AZ304Ability 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 (https://careers.microsoft.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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