Support Engineer Bare Metal

Microsoft

Location: Boise, Idaho, Issaquah, Washington, Las Vegas, Nevada, Phoenix, Arizona, Portland, Oregon, Salt Lake City, Utah

Job Type: Full time

Posted


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.

Responsibilities

Response and Resolution

  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
  • Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
  • Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Readiness

  • Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.

Product/Process Improvement

  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
  • Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
  • Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
  • Translates feedback and creates processes and workflows for case resolution.
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Business Integration

  • Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Other

We offer a new hire ramp-up program with a senior mentor assigned, a wide range of trainings and attainable Microsoft certifications in order for you to fulfil the above mentioned key responsibilities.

Qualifications

Required/Minimum Qualifications

  • 5+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.

Preferred Qualifications

  • Prior experience in Cloud Architecture (Azure, Amazon Web Services, Google Cloud) - Fundamentals of Fabric, Compute, Storage etc.
  • VMware VSphere 6.7/7.0 certification or VMware HCX certification.
  • Networking:
    • Understanding of the OSI model and related concepts
    • Knowledge of networking concepts including VIPs, NAT, DNS
    • Familiarity with Software Defined Networking
  • Microsoft Azure Platform:
    • Microsoft Azure architecture and its components (Fabric, Compute, Storage)
    • Knowledge of Microsoft Azure Platform services
  • Operating Systems:
    • Familiarity with OS Internals concepts, built-in diagnostics, Active Directory and Security (Windows and/or Linux)
    • Working knowledge of troubleshooting tools including Sysinternals, Fiddler, Netmon, NetStat, Tracert etc.
    • Experience administering Linux (boot process, file systems, network device and protocol configuration.

Your shift can vary according to business needs. This position may require you to be available to work critical cases as needed on a 24x7 basis or through an on-call model. May require weekend coverage.

If required, occasional domestic and international travel.

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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