Support Escal Eng

Job description

Looking to join an exciting industry and organization that is at the forefront of the next Tech industry transformation? The transformation that is occurring within the tech industry is being accelerated by the maturity and rapid adoption of cloud computing.

This rapid adoption across organizations is changing the needs and expectations of customers in the partnership with their vendors. Industry after industry is becoming technology-driven as software rapidly eats the world. As it spreads, so do complexity and opportunity. The next-generation tech industry is where suppliers play an active, ongoing role in helping business customers achieve unparalleled value from their technology investments. This expectation will require Microsoft to re-assess how it thinks about services and how to support these customers through the customer life-cycle that is focused on customer outcomes. The vision of the Customer Support Services (CSS) organization is about being relentless in the pursuit of truly exceptional customer experiences. We aspire to deliver to, "Deliver a customer experience that is perfect every time; an experience that is easy, insightful, and trusted." Perfect does not mean being perfect; rather it means that we will take risks when it is the right thing to do for our customers and our business. CSS will be unwavering in advocating for our customers, contribute deep insights to the customer lifecycle, and act as a trusted advisor improving product and service experiences across Microsoft.

We are seeking to build out the team of next generation Support Escalation Engineers in this big tech transformation. This requires an engineer who is relentlessly customer-centric, a problem-solver, strong collaborator, and risk-taker that embraces that challenger mindset. We’re looking for someone who embodies customer obsession and empathy.   Someone who is adept at getting to the root of the issue, regardless of where the code base resides.

If you enjoy using technology creatively, overcoming complex technical challenges, and working as part of a team with some of the best people in the industry, then CSS is the place for you.   Come join an organization that supports work-life balance, personal & professional development, and diversity.

This organization is built around 6 Core Values that drive our every decision, and our every action.

1. Customer Obsession & Empathy - we exist for and because of the customer. We need people who share that passion and constant drive to make our customer’s experiences easy, insightful and trusted - every single time without exception.

2. Seamless Support without Borders - guide our customer’s support experience regardless of what issues they run into. We look at our role as guides and gateways into the overall Microsoft team.

3. Create Fun & a Little Geekiness - support individualism and as an engineering organization we must celebrate our wins and have fun doing it.

4. Continuous learning Mindset -   value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are ready to do different things to accomplish great things.

5. Do Work that Matters - focus on customer outcomes and what is right for the customer despite organizational constraints.

6. Lean in & Respectfully Challenge - passive participants need not apply. We need team members who are always asking ‘why’ and ‘how can we make it better’. Status quo means very little in our team. This industry doesn’t respect tradition, it only respects innovation.

Specifically, CSS seeks qualified professionals who:

-Smart and intellectually curious

-Enjoy providing the highest level of customer service

-Seek a challenging work experience

-Want to learn and gain greater expertise in their field

-Enjoy working at a growth company with lots of advancement opportunities

-Can work hard while having fun, and act in an honest and ethical manner

Education:

B.S degree in C.S. or EE or equivalent industry experience with Windows and System Center on-premises & cloud technologies with relevant industry certifications (MCSE/etc.)

Technical Qualifications:

•Exceptional Problem-Solving and Communication Skills - Spoken and written English (including technical writing)

•2+ year’s industry experience with Microsoft System Center Data Protection Manager with Strong working knowledge (preferred)

•Working understanding of Microsoft Azure platform, specifically use of Microsoft Azure Backup agent and IaaS VM Backup and Azure Site Recovery (preferred)

•Strong knowledge of Virtualization technologies and products such as Hyper-V or VMWare

•2+ year’s industry experience with Microsoft Server products (preferred)

•Strong knowledge of other operating systems (preferred)

•2+ years' experience in system development, network operations, software support or I.T. consulting

Preferred Technical Qualifications:

•2+ year’s industry experience with Microsoft System Center products

•Strong knowledge of Linux, or various flavors of UNIX

•Exposure and experience working with customers on Microsoft Cloud products such as Azure and Office 365

•Demonstrated industry programming experience in PowerShell

•Technology Certifications - MCSE, Cisco, VMWare, Novell, Linux, Unix, Dell, etc.

•Strong working knowledge of Microsoft Exchange, Microsoft SharePoint, Microsoft SQL and/or Microsoft Hyper-V

Microsoft is an equal opportunity employer. You will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.