Support Engineer
Microsoft
Lisboa, Portugal
há 6 dias
source : Emprego XL

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.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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 Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web.

They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers.

From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

  • Focus for this role will be working with the Azure Active Directory components, assisting application developers writing authentication and authorization code to access a variety of resource endpoints.
  • Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
  • Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
  • Act internally as a customer advocate.
  • Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
  • Advise customers on how to gain additional value from their Microsoft products.
  • Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
  • Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
  • Qualifications

  • Degree in Computer Science, or equivalent in work experience.
  • Experience in product support, technical software support, systems development, network operations, IT admin or IT consulting.
  • Web application development and debugging (preferred languages : C#, Java, JavaScript, AngularJS, jQuery)
  • Experience in application development, software support or I.T. consulting, with experience in two of the following technologies :
  • o Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.

    o Module-View-Controller (MVC) architecture and MVC Development

    o Azure Active Directory

    o Identity and Access Management

    o Cloud Application Management and configuration

    o Experience with client-side OAuth protocol libraries such as Azure Active Directory Authentication Library (ADAL), Microsoft Authentication Library (MSAL) in any one of their released programming languages and server-side OAuth protocol libraries such OWIN, OpenID Connect or Katana is preferred.

    Other specialty product knowledge may be required as well in Identity Authorization and Authentication.

    Other requirements :

  • Excellent problem-solving skills on some of the most technically complex and challenging problems that our Enterprise customers report Good Communication Skills - verbal and written English (including technical writing)
  • Demonstrated customer service skills
  • Effective learning skills
  • Works well in a team and collaborative environment
  • Excellent communication skills with both written and spoken English
  • Candidates must also have the following :

    1. Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.

    2. Continuous learning Mindset - we 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 biased toward action to accomplish great things.

    3. Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage new hires to feel included.

    4. One Microsoft - we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.

    5. Making a difference - drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others.

    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.

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