Support Engineer
Location:
Irving , Texas
Posted:
November 19, 2017
Reference:
1079533
Are you interested in the cloud business? Are you motivated by customer success? The Windows Azure Platform is strategic to Microsoft enabling customers to develop, test, and deploy solutions in the cloud. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.

The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service rather than on-premise Microsoft products, and to work in collaboration with multiple Microsoft teams, including product group engineering and operations.

The StorSimple Support Engineer is responsible for support delivery, providing technical support to StorSimple customers by resolving technical issues, and the StorSimple Support Engineer will need to closely collaborate with engineering and operations, and other engineers.

This is an exciting opportunity to interact with customers and apply your bilingual communication skills in Japanese and English in your day-to-day responsibilities.
Specific measurements include achieving the team goals, time to resolution or escalation, enabling a competitive response time ; 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.

REQUIREMENTS:
• Japanese/English bilingual (Required). Minimum requirement is Business level.
• Previous experience in customer service or support of products or services is preferred
• Customer Obsession - Effective, polished interaction with customer to gather information
• Problem Solver and Critical Thinking - handle technical and challenging customer situations
• Demonstrable troubleshooting skills
• Team Player and Cross-team collaboration
• Passion for technology and customer support
• Quick to learn and understand cloud computing and on-premise computing.

TECHNICAL SKILLS YOU WILL HAVE THE OPPORTUNITY TO LEARN AND GROW
• Microsoft Azure Platform
• Storage
• Networking
• Operating System/Virtualization
• Azure Platform development and deployment concepts

RESPONSIBILITIES:
1. Customer Issue Resolution & Responsiveness
•Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
•Define and understand the customer issue by creating the adequate reproduction scenarios.
•Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.
2. Effective Communication & Collaboration
•Identify the right resource to collaborate with for tough & political hot problem.
•Collaborate with cross-group peers both proactively and reactively.
•Produce quality documentation and share with the appropriate team members and tech lead as appropriate.

3. Training & Readiness
•Identify current knowledge deficiencies/training needs, as well as potential future needs.
•Learn to Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
•Make effective technical presentations, both internal and external.
•Provide documentation and mentoring to others within your technical specialty.
•Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies/training needs, as well as potential future needs.
•Work with your manager and Tech Advisor (where appropriate) to develop a comprehensive personal/technical development plan.
•Implement your development plan, actively seek development opportunities, and complete all scheduled training.
•Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.

4. Operational Precision
•Adhere to published queue or call back schedule and be available for different shifts, as necessary.
•Use appropriate documentation and utilization and / or labor tracking methods to account for time.
•Manage and prioritize your workload while keeping team members and management appropriately informed.
•Participate in ad-hoc projects per management request or business need.

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.

CSSREQ


A little about us:
Microsoft offers training and employment opportunities to help you turn your military experience and skills into a civilian technology career.

Know someone who would be interested in this job? Share it with your network.