Support Engineer – Networking (Rapid Response)

Microsoft is currently undergoing a massive growth in CE&S organization and we will increase our teams within all Azure technologies. The below mentioned requirements are split per technology groups, therefore if you identify yourself with one of the categories, we would like to meet you!

• Please note that there are available multiple vacancies based in numerous locations.

Overview

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.

As cloud goes mainstream, Azure leads the way. Our continued success depends on providing customers a world class support experience. So, are you customer obsessed? Data Driven? An amazing collaborator & communicator? A skilled troubleshooter and debugger? Then join us in the ARR team, as we are looking for true technical leaders to lead the way!

Azure Rapid Response (ARR) is a OneService Team Award winner and a true global team, spread in America, Asia and EMEA. We provide end-to-end Azure solution support for the most critical enterprise customers and the top start-up’s.

The successful candidate should demonstrate great accountability, customer obsession and technical leadership. Beyond troubleshooting complex technical problems and managing critical situations, the candidate should be passionate of driving bigger impact: managing customer relationships, increasing customer value and their experience with our products and services.

Responsibilities

Problem solving through deep troubleshooting, debugging, log analysis

Work with customers to understand their technical needs, and define an action plan to meet them, collaborating with peers or other teams regularly.

Ability to build business relationships with key customer contacts and Customer Success Account Managers. As a Customer Lead:

Participate in regular governance calls with assigned customers and account team stakeholders; solicit customer support needs, blockers, challenges, and any concerns around their support experiences, then leverage available resources to address.

Capture key customer context and raise awareness of events and/or need-to-know information across the team.

Identify problems and/or improvement opportunities via routine review of customer case trends; track and drive mitigation, solution development, and/or team awareness.

Share best practices and other resources based on customer Azure usage areas and observed trends.

Identify and respond to critical customer issues specific to Azure Services or Azure Platform and be able to conduct in-depth diagnostics.

Share knowledge with other engineers and develop customer solutions efficiently.

Qualifications

Language Qualification:

English Language: fluent in reading, writing and speaking.

Any other such as German, Spanish, French, other European language is a plus.

Soft Skills

Technical Leadership – handle technically challenging and politically sensitive customer situations

Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.

Ability to discover, recognize and assess alternate solutions to a problem

Ability to have effective communication with various stakeholders within and outside of Microsoft

Technical Skills

Strong knowledge and understanding of TCP/IP protocols

Experience and/or understanding of Infrastructure / Network Administration

Troubleshooting at the expert level within large Network Environments

Familiar with packet sniffers: Wireshark or Network Monitor/Message Analyzer

Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s

Notions of Private, Hybrid and Public Cloud

Notions of Windows and/or Linux OS

Notions of Virtualization of SDN technologies

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.