Opportunité de Carrière : Support Escalation Engineer chez Microsoft
Présentation du Poste
Titre du poste : Support Escalation Engineer – Mission Critical Services for Azure Events
Entreprise : Microsoft
Localisation : San José, Costa Rica
Date de publication : Ven, 27 Jun 2025 23:08:48 GMT
Salaire attendu : Non spécifié
Présentation de Microsoft et du Service Client
Microsoft, avec plus de 45 000 employés et partenaires à travers le monde, s’engage à *faire progresser la valeur commerciale de ses clients* via des expériences client différenciées, alimentées par ses produits et services. Le département Customer Experience and Success (CE&S) joue un rôle fondamental dans l’alignement inter-entreprises et dans l’exécution pour dépasser les attentes des clients à chaque interaction.
Au sein de CE&S, l’organisation Customer Service & Support (CSS) œuvre pour établir la confiance en offrant une expérience de support fluide. Grâce à la technologie d’intelligence artificielle de Microsoft, CSS permet à ses clients de résoudre rapidement et avec sécurité leurs problèmes, tout en optimisant leur investissement en solutions Microsoft.
Responsabilités du Poste
Réponse et Résolution :
- Analyser des problèmes complexes en contactant les clients pour saisir l’ampleur du problème. Maintenir les clients informés sur le statut de leurs demandes.
- Résoudre les soucis des clients grâce à des analyses, des collaborations et des recherches approfondies.
- Effectuer des diagnostics approfondis des produits pour remédier aux problèmes techniques, si nécessaire.
- Travailler de manière collaborative sur des enjeux techniques impliquant plusieurs équipes.
Prise de Conscience :
- Assister à des programmes de sensibilisation déjà en place en créant du contenu et en formant de nouveaux ingénieurs de support technique.
Amélioration des Produits/Processus :
- Fournir des retours sur les produits pour aider à leur amélioration en fonction des interactions avec les clients.
- Identifier les défauts potentiels à escalader aux ingénieurs seniors.
- Participer aux réunions de triage des cas pour partager les connaissances et améliorer la résolution des problèmes clients.
Qualifications Requises
Qualifications Minimales :
- 3+ années d’expérience en support technique, ou un diplôme en Informatique/IT avec au moins 1 an d’expérience.
- Expérience de la plateforme Azure, incluant des technologies telles que Azure Backup, SQL Server, et d’autres.
- Maîtrise de l’anglais à l’oral et à l’écrit.
Qualifications Préférées :
- Expertise dans les domaines Azure : réseautage, stockage ou gestion de bases de données.
- Certifications Microsoft.
- Expérience avec les produits serveur Microsoft et la connectivité réseau.
Engagement de l’Entreprise
Microsoft est un employeur garantissant l’égalité des chances. Chaque candidat sera considéré sans distinction d’âge, d’origine ethnique, de sexe, et d’autres caractéristiques protégées par les lois et règlements en vigueur. L’entreprise promeut également un environnement inclusif, où chaque personne peut s’épanouir tant sur le plan professionnel que personnel.
Pour Postuler
Pour ceux qui souhaitent intégrer une entreprise innovante et dynamique, cet emploi représente une occasion d’accélérer votre développement de carrière. Si vous vous reconnaissez dans ce profil, nous vous encourageons à postuler dès maintenant!
Cette opportunité représente non seulement un poste technique enrichissant, mais aussi une chance de faire partie d’une culture d’innovation et de collaboration centrée sur l’humain.
📅 Date de publication de l’offre : Fri, 27 Jun 2025 23:08:48 GMT
🏢 Entreprise : Microsoft
📍 Lieu : San José
💼 Intitulé du poste : Support Escalation Engineer – Mission Critical Services for Azure Events
💶 Rémunération proposée :
📝 Description du poste : With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.This role is flexible in that you can work up to 50% from home.Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.Responsibilities:Response and Resolution
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
- Performs in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness:
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.
Product/Process Improvement:
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
Other
- Embody our
andQualifications:Required Qualifications:
- 3+ years technical support, technical consulting experience, or information technology experience
o OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
- 3+ years experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in Azure platform in a team environment
- Experience with at least one of the Azure technologies (Azure Backup ＆ Recovery Services, Azure Migrate, PaaS Dev Storage, SQL, SQL DB and SQL MI, SQL Server IaaS, SQL Server OnPrem, Data Factory, Databricks)
- English Language: fluent in reading, writing and speaking.
Other: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.Prefered Qualifications:
- Specialized experience in one of the following Azure fields: networking, compute, storage or database management
- Microsoft Technology Certifications
- Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems.
○ Container technology and Kubernetes○ Web App on Linux, Windows IIS, Azure Web Apps or Docker, or related software development platforms.○ HTML and HTTP○ Familiarity with LDAP, Security and OS Internals concepts○ Understanding of Virtualization concepts and virtual system administration (Hyper-V, VMWare, Xen Configuration)○ Understanding of container specific networking such as CNI○ Familiarity with DHCP, VIPs, NAT, DNS○ Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, netsh, etc.)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 .
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