Support Engineer

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.

**Responsibilities**:
Your Responsibilities:

- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group or engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

**Qualifications**:
**SOFT SKILLS**

Leadership - handle technically challenging and politically sensitive customer situations.

Strong communications skills - Excellent spoken and written English communication skills.

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

Demonstrable troubleshooting skills

Cross-team collaboration

Logical and Critical thinking

Passion for technology and customer support

Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing.

Strong English Language skills + a second language preferred

**TECHNICAL SKILLS**

Experience administering Linux (boot process, file systems, network device and protocol configuration)

Linux General Admin work. Knows their way around the OS and able to troubleshoot basic issues.

Linux OSS

Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)

Experience administering Linux (boot process, file systems, network device and protocol configuration)

LAMP (Linux, Apache, MySQL, PhP or Python)

Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP

Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.) preferred

Operating System/Virtualization

Familiarity with LDAP, Security, OS Internals concepts

Understanding of Virtualization concepts and virtual system administration

Cloud experience preferred.

Networking

Familiarity with networking concepts including VIPs, NAT, DNS

Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)

Understanding of the OSI model and related concepts

Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred

**EDUCATION/CERTIFICATION**

B.S. degree in Computer Science or equivalent experience

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.