Support Engineer
Microsoft
Lisbon, Lisbon, Portugal
há 8 horas

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.

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 CEnS 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.

The world of business is undergoing a significant change with the next Digital Revolution, the move to Cloud. Azure is at the forefront of this revolution with an ever-expanding array of services and offerings.

We are looking for passionate candidates with experience deploying on any of the public Cloud platforms to help us redefine online support .

This role is ideal for someone who is passionate about deploying or supporting cloud services with knowledge of usage patterns for these services.

CSS Azure Chat team is a team of dynamic individuals, passionate about shaping the customer support experience. Our ability to represent Microsoft Support, troubleshoot, problems solve and answer customer questions to help customers get the most out of their Azure solutions is our greatest strength.

We are just starting to roll out the Chat Modality to help customers with their questions and technical problems starting with chat in the Azure space rather than limiting it to only phone calls and emails.

We are paving the way for next generation’s systems and methods of helping our customers.

The depth of expertise represented in Azure Chat currently spans Azure Virtual Machine, Azure Networking and will be expanding into Web Applications and Azure Database technologies among other services.

We focus on providing the excellent customer experience with CARE behaviors Effective Communication, Accountability, Resourcefulness, and Empathy

Responsibilities

Chat Support Engineers (SE) serve as technical resources for Microsoft’s customers and partners starting via chat but could move to phone and / or email as well.

They deliver unique value by collaboratively 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 commercial Azure customers.

From problem identification to full resolution, you will own and manage the customer experience starting through chat but also by phone and email.

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 leveraging various resources or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

The impact you will have :

  • Represent Microsoft and communicate with consumer customers via Chat, telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products, by providing technical support.
  • Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
  • Frequently, these problems will not only be technically complex, but could be politically charged situations requiring the highest level of customer skill.

  • Be responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
  • Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
  • Constant collaboration with Support Engineers at different levels and technology area. Report software bugs and customer suggestion to the product group to help improve our tools and processes.

  • Contribute to improvement the overall support experience for any technical support professional solving for Microsoft issues in the world (advocates) by writing and updating technical documentation for our WW Services knowledge base.
  • Core Responsibilities :

  • Scope a customer’s 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 empathy, identifying customer satisfaction concerns and managing customer expectations.
  • Qualifications

    Language Qualification

    Portuguese OR Spanish Language : fluent in reading, writing and speaking. English Language : confident in reading, writing and speaking.

    Technical Skills

    Solid understanding of container technology and fluency in Kubernetes.

    Linux OSS

  • Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
  • Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, Jenkins, etc.)
  • Experience administering Linux (boot process, file systems, network device and protocol configuration)
  • Familiarity with core OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
  • Operating System / Virtualization

  • Familiarity Security, OS Internals concepts
  • Understanding of Virtualization concepts and virtual system administration
  • Cloud experience strongly preferred
  • Networking

  • Understanding of container specific networking such as CNI
  • Familiarity with DHCP, VIPs, NAT, DNS
  • Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, etc.)
  • Understanding of load balancing and familiarity with relevant components such NGINX, Application Gateways, and NVA’s
  • Soft Skills

  • Passion for technology, problem solving, and customer supportability
  • Ability to understand the customers best interests in terms of problem impact
  • Ability and motivation to learn behaviors of unfamiliar components / technologies as needed
  • Ability to discovery, recognize and assess alternate solutions to a problem
  • Leadership - handle technically challenging and politically hot customer situations
  • Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
  • Ability to drive discussions remotely with authority
  • Ability to develop and nurture relationships over long distances and remote technologies like MSTeams
  • Ability to work collaboratively
  • Logical and critical thinking
  • Ability to deal with ambiguity
  • 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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