Job Category: Customer Service & Support
Location: Redmond, WA, US
Job ID: 837738-121636
Division: Services & Support
Description
Are you interested in the cloud business? The Windows Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.
Azure Support is a strategic unit of Commercial Technical Support in CSS responsible for the following:
1. The definition and implementation of the support services required to win in the cloud market place.
2. Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting the service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture.
3. Provide critical product feedback to multiple STB PGs (engineering and operations) and BGs
4. Lead the integration of CTS talent to resolve issues with specific technologies (networking, SQL, SPP, etc.) as part of Azure Support ecosystem.
The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service rather than on-premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of CTS and the PG (Operations, STB BGs and PGs, commerce platform engineering team, etc.)
Responsibilities include:
The Senior Support Escalation Engineer is responsible for support delivery, working with customers to resolve, complex technical customer issues on the Windows Azure Platform. In addition, the Senior Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-Premise); identifying required tools, cloud access, training, processes or capabilities for support to assess issues in less than 15 minutes; and keeping escalations to PG operations below 10% of the volume. Need to closely collaborate with PG engineering and operations, and CTS engineers.
The Senior Support Escalation Engineer is a critical role in the implementation of Azure Platform support capabilities which includes working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific depth queues for customer incident resolution when required. Due to the sensitive nature of the work and the client requirements, US Citizenship is 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 Microsoft support capabilities for the cloud.
Qualifications:
SOFT SKILLS
Leadership - handle technically challenging and politically sensitive customer situations
Strong communications skills - Excellent spoken and written English communication skills
Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
Demonstrable troubleshooting skills
Cross-team collaboration
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.
TECHNICAL SKILLS
Technical understanding of the following areas with a (preferred) deep knowledge in at least one: Windows Azure Platform, Operating System/Virtualization, Networking, or Relational Database Design/Administration.
Windows Azure Platform
- Windows Azure architecture and its components (Fabric, Compute, Storage)
- Knowledge of Windows Azure Platform services
- Azure Platform development and deployment concepts
- Familiarity with development: tools, language, process, methods, troubleshooting
Operating System/Virtualization
- Familiarity with Active Directory, Security, OS Internals concepts
- Understanding of Virtualization concepts and virtual system administration
- Familiarity with system management tools such as SCOM
- Experience with Hyper-V 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, geo-redundancy, CDN and VPN technologies preferred
- Understanding of the OSI model and related concepts
Relational Database Design/Administration
- Familiarity with relational and document based database design methodologies
- Familiarity with BI data modeling and cube design concepts
- SQL database administration
- Understanding of SQL Tracing, SSIS, SSRS and SSAS
- Familiarity with ADO.NET preferred
EXPERIENCE
3 years of support or equivalent experience including a customer facing or customer support role
GENERAL
Due to the sensitive nature of the work and the client requirements, US Citizenship Required
Available to work critical cases as needed on a 24x7 basis or through an on-call model.
Occasional domestic and international travel
EDUCATION/CERTIFICATION
B.S. degree in Computer Science or equivalent experience
MCSE, MCPD, MCAD preferred
Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", find our blog at http://blogs.msdn.com/b/peoplefirst and visit us at www.microsoftservicesjobs.com.
SS:CS
SS:MCSS
Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue
Job Segments: Engineer, Social Media, Computer Science, Database, SQL, Engineering, Marketing, Technolog
y
Location: Redmond, WA, US
Job ID: 837738-121636
Division: Services & Support
Description
Are you interested in the cloud business? The Windows Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.
Azure Support is a strategic unit of Commercial Technical Support in CSS responsible for the following:
1. The definition and implementation of the support services required to win in the cloud market place.
2. Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting the service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture.
3. Provide critical product feedback to multiple STB PGs (engineering and operations) and BGs
4. Lead the integration of CTS talent to resolve issues with specific technologies (networking, SQL, SPP, etc.) as part of Azure Support ecosystem.
The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service rather than on-premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of CTS and the PG (Operations, STB BGs and PGs, commerce platform engineering team, etc.)
Responsibilities include:
The Senior Support Escalation Engineer is responsible for support delivery, working with customers to resolve, complex technical customer issues on the Windows Azure Platform. In addition, the Senior Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-Premise); identifying required tools, cloud access, training, processes or capabilities for support to assess issues in less than 15 minutes; and keeping escalations to PG operations below 10% of the volume. Need to closely collaborate with PG engineering and operations, and CTS engineers.
The Senior Support Escalation Engineer is a critical role in the implementation of Azure Platform support capabilities which includes working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific depth queues for customer incident resolution when required. Due to the sensitive nature of the work and the client requirements, US Citizenship is 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 Microsoft support capabilities for the cloud.
Qualifications:
SOFT SKILLS
Leadership - handle technically challenging and politically sensitive customer situations
Strong communications skills - Excellent spoken and written English communication skills
Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
Demonstrable troubleshooting skills
Cross-team collaboration
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.
TECHNICAL SKILLS
Technical understanding of the following areas with a (preferred) deep knowledge in at least one: Windows Azure Platform, Operating System/Virtualization, Networking, or Relational Database Design/Administration.
Windows Azure Platform
- Windows Azure architecture and its components (Fabric, Compute, Storage)
- Knowledge of Windows Azure Platform services
- Azure Platform development and deployment concepts
- Familiarity with development: tools, language, process, methods, troubleshooting
Operating System/Virtualization
- Familiarity with Active Directory, Security, OS Internals concepts
- Understanding of Virtualization concepts and virtual system administration
- Familiarity with system management tools such as SCOM
- Experience with Hyper-V 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, geo-redundancy, CDN and VPN technologies preferred
- Understanding of the OSI model and related concepts
Relational Database Design/Administration
- Familiarity with relational and document based database design methodologies
- Familiarity with BI data modeling and cube design concepts
- SQL database administration
- Understanding of SQL Tracing, SSIS, SSRS and SSAS
- Familiarity with ADO.NET preferred
EXPERIENCE
3 years of support or equivalent experience including a customer facing or customer support role
GENERAL
Due to the sensitive nature of the work and the client requirements, US Citizenship Required
Available to work critical cases as needed on a 24x7 basis or through an on-call model.
Occasional domestic and international travel
EDUCATION/CERTIFICATION
B.S. degree in Computer Science or equivalent experience
MCSE, MCPD, MCAD preferred
Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", find our blog at http://blogs.msdn.com/b/peoplefirst and visit us at www.microsoftservicesjobs.com.
SS:CS
SS:MCSS
Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue
Job Segments: Engineer, Social Media, Computer Science, Database, SQL, Engineering, Marketing, Technolog
y
0 comments:
Post a Comment