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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.Technical Advisors are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. TAs deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution, Solution, etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations.A Service TA is focused on the success of one or more services and of the overall pod or team. You will own service metrics such as Speed of Resolution, Solution, etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod, team effectiveness, in partnership with Serviceability. Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidentsResponsibilitiesReadiness DevelopmentMonitors and evaluates performance, supports readiness, and evaluates driver improvement in support quality for both internal teams and partners. Works with readiness and training teams to optimize the curriculum, reducing the delivery time requirement, and to enhance the material. Performs technical mentoring of others to share technical expertise. Contributes to the success of the team by providing mentoring, coaching, and role readiness training.
Case Management (Delivery Excellence)Performs thorough case reviews and customer wellness checks; ensures progression of cases to help solve increasingly complex technical issues. Acts as case escalation point for engineers to unblock servicing and escalation processes. Ensures team members have access to appropriate resources as needed to support customer resolution. Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient customer solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Managers at delivery partners.
Managing Collaborative ActivitiesCollaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.
Supportability ActivitiesDrives implementation of improvement initiatives from the Delivery Excellence team. Ensures that engineers are following supportability processes/ refining processes to enable engineers to identify and report supportability ideas/issues to product group. Drives improvements on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection. Identifies patterns of specific bugs in products and ensures they are handled with relevant product group team.
Process ImprovementHelps drive and land top priorities by working with managers, engineers, Serviceability team, and other stakeholders (internal and external) to improve current processes. Serves as an early warning system, notifies appropriate impacted audiences, and makes recommendations on how to fix it. Improves existing troubleshooting workflows and develops new troubleshooting tools. Generates process improvement ideas by analyzing trends (e.g., case types, volumes).
OtherEmbody our culture and values
QualificationsRequired/Minimum Qualifications4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
3+ years prior product, customer support and/or technical support experience.
2+ years of technical experience in any of the following:Solid understanding of container technology and fluency in Kubernetes.
Additional or Preferred Qualifications5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
4+ years prior product, customer support and/or technical support experience.
Knowledge in Linux , OSS Administration
Knowledge of container technology and fluency in KubernetesLinux , OSS
Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)
Experience in Core Linux administration (boot process, file systems, network device and protocol configuration)
Familiarity of Docker, Container, AKS
Expertise in managing cluster environment (SUSE, RedHat, Veritas)
Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAPExperience in one or more of these areas desirableOperating System, Virtualization
Knowledge of LDAP, Security and OS Internals concepts
Understanding of Virtualization concepts and virtual system administration (Hyper-V, VMWare, Xen configuration and administration)
Preferred knowledge of CloudNetworking
Understanding of the OSI model and related concepts
Knowledge of networking concepts including VIPs, NAT, DNS
Knowledge of container specific networking concepts such as CNI
Knowledge of networking tools (ping, tracert, tracemon, tcpdump, etc.)
Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
Understanding of the OSI model and related conceptsMicrosoft Azure Platform (Preferred)
Microsoft Azure architecture and its components (Fabric, Compute, Storage)
Knowledge of Microsoft Azure Platform services
Azure Platform development and deployment concepts
Familiarity with development: tools, language, process, methods, troubleshooting
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. 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.
Vacancy expired!