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 Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product , configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.
We are looking for candidates that fit a unique blend of Customer Service Champions and Cloud Computing aficionados. We typically find Windows/LINUX System Administrators with some development background are usually strong matches for the Azure Monitoring 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!
Responsibilities
Your Responsibilities
Job Role Description:
Expect to work with technologies that are rapidly evolving both in the Cloud, On-Premises and Hybrid environments, and within the Monitoring and Automation space.
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 within a case assignment 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.
Qualifications
Requirements:
- At least 5+ years System Administration/Configuration of Windows and Linux Operating systems
- At least 3+ years supporting Enterprise customers at an escalation level
- At least 3+ years PowerShell/Python Script authoring experience
Preferred
- Development knowledge of ASP.NET
- Understanding of DevOps pipeline and understanding of source code
- Understanding of hosting web applications on IIS servers or containers.
- Azure or any Cloud Computing Support (Azure, Amazon Web Services, Google Cloud Platform)
- AAD and RBAC Knowledge
- ASP.NET & Web App Development in C# or Java
- 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)
- System Center Support Experience (SCORCH, SCCM, VMM)
- Kusto Query Language familiarity
- 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 Kubernetes
Other Desirable Skillsets :
- Ability to work in a Team Environment that spans the globe
- Ability to multi-task and keep customers Service Requests updated appropriately
- Ability to provide a professional and pleasant Support Experience consistently under pressure
- A "Self-Starter" with a strong aptitude for continual on-the-job learning of Cloud Computing
Beneficial but not required Azure Certifications:
-Certifications AZ900, AZ104, AZ303/AZ304
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.
This role supports Microsoft hybrid work policies; to include work from home and in country location flexibility.
The salary for this role in the state of Colorado is between $102,500 and $154,500.
At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.
Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
