Support Engineer-Azure Billing
Lisbon, Lisbon, Portugal
há 4 dias

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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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.

Are you interested in the cloud business? Microsoft Azure is strategic to Microsoft and is enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure.

Microsoft 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.

Azure Subscription Management Support (ASMS) is a strategic unit of Azure support under Customer Service & Support (CSS).

ASMS supports subscription- and billing-related customer requests. Not only do we understand the technical nature of our products, but we also have the business acumen to make business decisions, especially regarding customer credits, that keep our customers happy.

We are also an Azure support hub, interacting with multiple engineering and technical support teams to resolve customer cases.

The ASMS team is responsible for the following :

1. Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.

and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture.

2. Provide critical product feedback to operations, business groups, product groups, and engineering.

As one of the largest services and support networks in the industry, Microsoft Customer Service and Support helps more than one billion customers around the world each year.

As a member of our team, you will be surrounded by people that are insatiably curious and always learning, obsessed about customer success, and who believe that world class support is critical to customer success.

You will be part of a very diverse team in an inclusive environment, where all opinions are valued.

We are looking for someone who is a demonstrated lifetime learner and excited about taking on new challenges to be the face of Microsoft to our customers and work directly with our most relevant internal groups to drive change that enhances the customer experience.

The opportunity for you is to be part of the evolution of Microsoft 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 (operations, business groups, product groups, and engineering.)


The Support Engineer (SE) is a critical role in the resolution of complex support incidents related to supporting customer use of the Microsoft Azure platform.

A commerce Support Engineer is knowledgeable in Microsoft Azure services, technologies, offerings, and the Azure billing platform.

  • A successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone and email,;
  • escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Microsoft Azure architecture and offerings to provide customer resolution and proactive customer recommendations;
  • has excellent communication skills and is fluent in English; writes excellent case documentation; and is able to handle challenging and politically-sensitive customer situations.


    Required qualifications :

    6-8 years of experience on customer technical and billing support role

    3 years of experience in technical support area

    Familiarity with Azure and / or other cloud products

    Excellent spoken and written English communication skills (90%+)

    Demonstrable troubleshooting skills

    Preferred qualifications :


  • Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue;
  • communicate next steps and status; and inspire confidence

  • Handle challenging and politically sensitive customer situations, including the appropriate use of all available resources, communicate effectively with Support teams on complex issues
  • Cross-team collaboration
  • Logical and critical thinking
  • Passion for technology and customer support
  • Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.

  • Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes invoicing, credit card transactions).
  • Technical aptitude to develop an understanding of the Microsoft Azure Platform and architecture.


  • High School Diploma, degree in Computer Science or equivalent, Azure Certified

  • Fluency in Italian and English
  • 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.

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