Support Escalation Engineer - Azure (Mandarin & English speaking) at Microsoft (Charlotte, NC)

| Charlotte, NC
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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.Responsibilities
  • Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering
  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group or engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
  • Provide ramp activities, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
  • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
QualificationsRequired/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
    • Fluent speaking, reading and writing in Mandarin and English
    • Shift Work Qualification: 4 days a week including weekends and holidays.
Additional or Preferred Qualifications:
  • Leadership handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with support teams and development on complicated technical issues.
  • Strong communications skills - Excellent spoken and written English communication skills.
  • Effective, polished interaction with the customer to gather information quickly; explain customer responsibilities in resolving the issue; communicate next steps and status and inspire confidence.
  • Demonstrable troubleshooting skills.
  • Logical and critical thinking.
  • Passion for technology and customer support.
  • Microsoft Technology Certifications.
Technical Skills
Knowledge in one of the following areas (Azure IaaS, Azure PaaS or Azure Data & AI):
1) Azure IaaS:
  • Knowledge of at least one of the following domains:
      • Cloud Computing
      • Microsoft Azure Platform
      • Networking
      • Server Operating System (Windows/Linux)
      • VirtualizationMicrosoft Azure Platform
  • Microsoft Azure architecture and its components (Fabric, Compute, Storage)
  • Operating System & Networking:
      • Master in supporting Windows Servers.
      • Master in supporting Linux (Redhat/Ubuntu/etc.).
      • Experienced in network configuration, troubleshooting, subnetting, Proxy services/servers, VPN, HTTP, TCP/IP protocols, iptables and route table support, general DNS services, and route/bandwidth problem diagnostics.
      • Experienced in Web Server troubleshooting: IIS, PHP, Apache, Tomcat, etc.
      • Experienced in Network performance fine-tune.
      • Experienced in Enterprise Security solution design and troubleshooting.
      • Experienced in 3rd party application-level troubleshooting or issue isolation.
2) Azure PaaS
  • Development experience with one or more languages or frameworks: .NET Core, ASP.NET, Java, Node, Python, PHP and Ruby, WordPress and etc.
  • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
  • OSS (PHP, Python, Node JS, Docker, Linux, CI/CD) or implementation experience.
3) Azure Data & AI
Primary responsibilities and knowledge requirements include a thorough understanding of one or more of the following products/technologies:
  • Big Data technology like Hadoop/Spark/Databricks/HBase/Kafka, etc.
  • Relational Database Management Systems like SQL Server, MySQL, PostgreSQL, etc.
  • Microsoft Business Intelligence product like Power BI, Analysis Service, etc.
  • MongoDB, Data warehouse, ETL is a big plus.
  • Expertise in Java, C#, Python is also a big plus.
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.
More Information on Microsoft
Microsoft operates in the Software industry. The company is located in Redmond, WA. Microsoft was founded in 1975. It has 206870 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 1015 open jobs at Microsoft, click here.
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