Support Engineer

Microsoft   •  

Las Colinas, TX

Industry: Technology

  •  

5 - 7 years

Posted 22 days ago

In this role you will be accountable for providing an outstanding technical supportexperience to our business customers. From problem identification to full resolution, you will own and manage your cases over the phone and Web. When needed, you will transfer your cases to your colleagues or involve subject matter experts or escalate to 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 of more areas and receive guidance and mentorship from your colleagues.  

Responsibilities

  • Focus for this role will be working with the Windows Azure Active Directory components, assisting application developers writing authentication and authorization code to access a variety of resource endpoints.
  • Be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners.
  • Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.
  • Consult and collaborate with your immediate peers or colleagues around the world.   Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues.
  • Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
  • Document your technical work and research in detailed and comprehensive manner.
  • Prioritize your work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Qualifications

  • Degree in Computer Science, or equivalent in work experience. 
  • 4+ years of experience in product support, technical software support, systems development, network operations, IT admin or IT consulting. 
  • 4+ years of experience in application development, software support or I.T. consulting, with experience in two of the following technologies:
  • Azure Active Directory
  • Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc.)
  • Identity and Access Management
  • Cloud Application Management and configuration
  • Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.
  • Module-View-Controller (MVC) architecture and MVC Development
  • A programming language. Preferred languages: C#, Java, JavaScript, AngularJS, jQuery, C++
  • Visual Studio or similar application debugging tool

  • Web Application Development and debugging
  • Experience with client-side OAuth protocol libraries such as Azure Active Directory Authentication Library (ADAL), Microsoft Authentication Library (MSAL) in any one of their released programming languages and server-side OAuth protocol libraries such OWIN, OpenID Connect or Katana is preferred. Other specialty product knowledge may be required as well in Identity Authorization and Authentication.
  • Excellent problem-solving skills on some of the most technically complex and challenging problems that our Enterprise customers report Good Communication Skills - verbal and written English (including technical writing)
  • Demonstrated customer service skills
  • Effective learning skills
  • Works well in a team and collaborative environment

 

Candidates must also have the following:

  1. Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  2. Continuous learning Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  3. Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage new hires to feel included.
  4. One Microsoft - we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.
  5. Making a difference - drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others. 

Ability to be able to live and work in the country for which you are applying, without visa sponsorship or support.

 

Preference for Bilingual Candidates (English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean, or Japanese)

 543263

In this role you will be accountable for providing an outstanding technical supportexperience to our business customers. From problem identification to full resolution, you will own and manage your cases over the phone and Web. When needed, you will transfer your cases to your colleagues or involve subject matter experts or escalate to 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 of more areas and receive guidance and mentorship from your colleagues.  

Responsibilities

  • Focus for this role will be working with the Windows Azure Active Directory components, assisting application developers writing authentication and authorization code to access a variety of resource endpoints.
  • Be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners.
  • Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.
  • Consult and collaborate with your immediate peers or colleagues around the world.   Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues.
  • Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
  • Document your technical work and research in detailed and comprehensive manner.
  • Prioritize your work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Qualifications

  • Degree in Computer Science, or equivalent in work experience. 
  • 4+ years of experience in product support, technical software support, systems development, network operations, IT admin or IT consulting. 
  • 4+ years of experience in application development, software support or I.T. consulting, with experience in two of the following technologies:
  • Azure Active Directory
  • Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc.)
  • Identity and Access Management
  • Cloud Application Management and configuration
  • Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.
  • Module-View-Controller (MVC) architecture and MVC Development
  • A programming language. Preferred languages: C#, Java, JavaScript, AngularJS, jQuery, C++
  • Visual Studio or similar application debugging tool

  • Web Application Development and debugging
  • Experience with client-side OAuth protocol libraries such as Azure Active Directory Authentication Library (ADAL), Microsoft Authentication Library (MSAL) in any one of their released programming languages and server-side OAuth protocol libraries such OWIN, OpenID Connect or Katana is preferred. Other specialty product knowledge may be required as well in Identity Authorization and Authentication.
  • Excellent problem-solving skills on some of the most technically complex and challenging problems that our Enterprise customers report Good Communication Skills - verbal and written English (including technical writing)
  • Demonstrated customer service skills
  • Effective learning skills
  • Works well in a team and collaborative environment

 

Candidates must also have the following:

  1. Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  2. Continuous learning Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  3. Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage new hires to feel included.
  4. One Microsoft - we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.
  5. Making a difference - drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others. 

Ability to be able to live and work in the country for which you are applying, without visa sponsorship or support.

 

Preference for Bilingual Candidates (English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean, or Japanese)