Role description
Support Engineers SE serve as frontline technical resources for 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 selfhelp 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.
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
Cloud Traits
Cloud Focus: These customers and products are our future even if they cannibalize our present
Cloud Speed: Cloud products change much faster than onpremises products so readiness requires a new mentality
Cloud Ownership: We own the switches the drives the servers and the service code we should be able to fix anything that happens
Cloud Evangelism: The Cloud is new and can seem scary so we need to encourage customer and engineers to adopt it
Required
Strong knowledge and understanding of TCP IP protocols and OSI model
Experience with Infrastructure Network Administration
Expertise troubleshooting large Network Environments and familiarity with packet sniffers Wireshark or Network Monitor Message Analyzer
Fundamental awareness of Private Hybrid Public Cloud OS Windows and or Linux Virtualization of SDN technologies
Knowledge and understanding of VPN IPsec DHCP DNS HTTP s MPLS BGP Layer3 Layer2
Handson experience of Proxy and Firewall
TECHNICAL SKILLS
Knowledge of one or two of the following domains Windows Azure Platform Operating SystemVirtualization Networking
Windows Azure Platform
Knowledge of Windows Azure Platform services
Azure Platform development and deployment concepts
Familiarity with troubleshooting
Operating SystemVirtualization
Familiarity with Active Directory Security OS Internals concepts
Understanding of Virtualization concepts and virtual system administration
Experience with HyperV configuration and administration
Networking
Familiarity with networking concepts including VIPs NAT DNS
Familiarity with networking tools ping tracert tracemon wire shark etc
Understanding of load balancing georedundancy CDN and VPN technologies preferred
Understanding of the OSI model and related concepts
Responsibilities include
The support engineer is responsible for support delivery providing technical support to Azure customers by resolving escalated complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets to identify required tools cloud access training processes or capabilities to assess customer issues in less than 15 minutes and to keep escalations to PG operations below 10 of the volume The SE will need to closely collaborate with PG engineering and operations and other CTS engineers
The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks identify technology andor process readiness needs and work with Training PMs and Tech Leads to ensure support team readiness develop relationships with and engage with technologyspecific depth queues for customer incident resolution when required
Specific measurements include achieving the CPE team goals time to resolution or escalation enabling a response time similar to competitors maintaining technical skills through completion of ongoing readiness and Platform training and in general participating in the creation of future support capabilities for the cloud
Time of operations:
This track will be in 24X7 shift model, therefore candidates should be flexible to cover during holidays and weekends to accommodate roster
Mandatory Qualification:
Applicants must possess a current, valid U.S. Passport. Candidates who do not meet this requirement will not be considered.
