Support Escalation Engineer - Azure Networking (Global Client Delivery)

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Qualifications

Required

3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience

• Strong knowledge and understanding of TCP, IP protocols and OSI model
• Experience with Infrastructure , Network Administration
• Expertise troubleshooting large Network Environments and familiarity with packet sniffers : Wireshark or Network Monitor, Message Analyzer
• Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2
• Hands-on experience of Proxy and Firewall

Language Qualification

SOFT SKILLS

Leadership - handle technically challenging and politically hot customer situations

Strong communications skills - Excellent spoken and written English communication skills

Effective, polished interaction with customer to gather information

Demonstrable troubleshooting skills

Cross-team collaboration

Logical and Critical thinking

Passion for technology and customer support

Understanding of cloud vs. on premise computing.

TECHNICAL SKILLS

Technical depth in the current technology and willing to learn new skills.

Knowledge of one of the following domains will be beneficial but not mandatory : Windows Azure Platform, Operating System / Virtualization, and Networking.

Windows Azure Platform

Knowledge of Windows Azure Platform services

Azure Platform development and deployment concepts

Familiarity with troubleshooting

Operating System / Virtualization

Familiarity with Active Directory, Security, OS Internals concepts

Understanding of Virtualization concepts and virtual system administration

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

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.

Responsibilities

Message from Team Manager

The Microsoft Azure Platform enables customers to develop, test, and deploy solutions in the cloud. With its investment in hyperscale infrastructure, commitment to reliability, and globally distributed data centers, Azure helps reduce the effort required to manage dedicated IT infrastructure. It is a strategic foundation of Microsoft and a continuously growing leader in the cloud market. Azure empowers customer success and provides key differentiators that influence purchasing decisions.

Our team is rapidly expanding, and we are seeking talented individuals who are eager to grow, passionate about solving complex problems, and dedicated to making customers happy. At Microsoft Customer Service and Support, every day is unique. We tackle challenging issues, collaborate and share learnings, and deliver solutions that help customers get the most out of Microsoft products.

As a support engineer, you will become part of a team that delivers exceptional technical support experiences to our customers. You will handle issues from identification to resolution via phone and web support. When necessary, you will collaborate with colleagues, consult with subject matter experts, or escalate to engineers and managers in the product group.

Your daily work as a Microsoft support engineer will involve developing technical expertise—individually and with your peers—and becoming a professional with excellent communication and service skills. You will also have opportunities to become a subject matter expert in specific areas and receive guidance and mentorship from colleagues.

Response and Resolution

Readiness

Product / Process Improvement

Responsibilities include :

The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The SE will need to closely collaborate with PG engineering and operations, and other CTS engineers.

The support engineer is a critical role in the implementation of Azure Platform support capabilities which include 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; develop relationships with and engage with technology-specific depth queues for customer incident resolution when 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.

Other Application Requirements

Applicants must reside in Japan to apply for this position.

Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect