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Microsoft Senior Technical Support Engineer - Azure Australia 538345551
31.12.2024
Senior Technical Support Engineer
Mission Critical Services for Azure Events (MCSAE)(MCSAE)
Minimum required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
- OR 5+ years of technical support, technical consulting experience, or information technology experience.
- OR equivalent experience
- 3+ years’ experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment
- 3+ year experience in troubleshooting in Customer Support in any of the following: Web App troubleshooting on Linux, Windows IIS, Azure Web Apps or Docker, or any other Azure PaaS technologies.
- English Language: fluent in reading, writing and speaking. If English is not your native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams).
Additional preferred Qualifications:
- Microsoft Technology Certifications
- Azure Cloud Technologies
- On-Prem Technologies
- Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems.
- Experience with any of the following a plus
- Performance
- Connectivity/Networking
- Alwayson technologies
- Storage Engine
- IaaS Extension
- Encryption
- Query Store
- Setup & OSS
Responsibilities
Other roles and Responsibilities
- Response and Resolution:You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness:You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
- Product/Process Improvement:You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
Other roles and Responsibilities
- Act as the final point of escalation and resolution for advanced technical support for highly complex products, highly escalated issues pertaining to confidential security, highly technical or network/system issues.
- Provide advanced technical support to diverse audiences including highly technical IT professionals, developers, architects, and executive management.
- Own customer support experience, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g. swarming)
- Help drive customer success and confidence in the Azure platform
- Provide Best Practice recommendation across the entirety of Azure resources based on Customer solutions.
- Articulate, written and spoken, recommendation to leadership and technical level audiences.
- Navigate complex, strategic, high-profile customer event requirements and needs.
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