Senior Support Engineer - PaaS Dev (Azure Rapid Response) at Microsoft

Overview

• 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.
• As cloud goes mainstream, Azure leads the way. Our continued success depends on providing customers a world class support experience. So, are you customer obsessed? Data Driven? An amazing collaborator & communicator? A skilled troubleshooter and debugger? Then join us in the ARR team, as we are looking for true technical leaders to lead the way.
• Azure Rapid Response (ARR) is a OneService Team Award winner and a true global team, spread in America, Asia and EMEA. We provide end-to-end Azure solution support for the most critical enterprise customers and the top start-up’s.
• The successful candidate should demonstrate great accountability, customer obsession and technical leadership. Beyond troubleshooting complex technical problems and managing critical situations, the candidate should be passionate of driving bigger impact: managing customer relationships, increasing customer value and their experience with our products and services.

Responsibilities

• Problem solving through deep troubleshooting, debugging, log analysis
• Work with customers to understand their technical needs, and define an action plan to meet them, collaborating with peers or other teams regularly.
• Ability to build business relationships with key customer contacts and Customer Success Account Managers.

As a Customer Lead:

• Participate in regular governance calls with assigned customers and account team stakeholders; solicit customer support needs, blockers, challenges, and any concerns around their support experiences, then leverage available resources to address.
• Capture key customer context and raise awareness of events and/or need-to-know information across the team.
• Identify problems and/or improvement opportunities via routine review of customer case trends; track and drive mitigation, solution development, and/or team awareness.
• Share best practices and other resources based on customer Azure usage areas and observed trends.
• Identify and respond to critical customer issues specific to Azure Services or Azure Platform and be able to conduct in-depth diagnostics.
• Share knowledge with other engineers and develop customer solutions efficiently.

Qualifications
Language Qualification:

• English Language: fluent in reading, writing and speaking.
• Any other such as German, Spanish, French, other European language is a plus.

Soft Skills:

• Technical Leadership - handle technically challenging and politically sensitive customer situations
• Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager
• Ability to discover, recognize and assess alternate solutions to a problem​
• Ability to have effective communication with various stakeholders within and outside of Microsoft

Technical Skills:
Extensive knowledge of one or more of the following domains:

• Application development & debugging experience (c/c++/c#, Python, Node.JS, etc.)
• Azure Application development or support experiences with Azure PaaS services (Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.)
• Web Site troubleshooting and coding experience: IIS, Azure Web Apps, PHP, Apache, Tomcat, WordPress, etc.