Support Escalation Engineer_Mooncake Networking

Support Escalation Engineer_Mooncake Networking

Shanghai China
5-8 years
Not Specified

Job Description

Job Description :
Customer Experience & Success
• Do you want to empower every person and every organization on the planet to achieve more
• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated
• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
• Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
• One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
• Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.
• Obsess about and know our customers and partners, responding to and resolving the most critical customer issues
• Role Model the Customer eXperience Framework CARE behaviours
• Seeks information about the underlying needs of customers, developing and communicating realistic outcomes
• Conducts in-depth analysis of problems, including leading triage meetings
• Allocates and aligns resources to optimize the customer experience; acts as a mentor and role-model
• Demonstrates expertise in a specific solution, or several products, feature functions, or services
• Takes ownership for product improvement in a focus area through strong working knowledge of pre-release products
• Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise
• Contributes to the creation of resources (tools, scripts, diagnostics, content) to improve troubleshooting
• Ability to quickly identify customer issues to specific Azure Services or Azure Platform and conduct in-depth diagnostics on core Azure platform and services.
• Ability to work with the Engineering group effectively.
• Ability to analyze, troubleshoot, and remediate Azure software, network, and datacenter stacks and bring quicker resolutions.
• Identify and implement learnings from service investigations to improve Azure platform architecture, drive continuous improvement in the Azure platform by incorporating feedback from internal/external customers.
• Develop tools, scripts to automate troubleshooting activities.
• Provide customer escalation analysis and leveraging data to drive further improvements in the platform, tooling improvements.
• Identify and drive requirements for increased customer self-supportability.
• Identify and drive implementation of customer-centric mitigation levers and playbooks for Operations.
• Respond to and resolve critical customer issues as part of a 24x7 on-call rotation and attend urgent ad-hoc requests.
required soft skills
• leadership handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with support teams and development on complicated technical issues.
• strong communications skills – excellent spoken and written english communication skills.
• effective, polished interaction with the customer to gather information quickly; explain customer responsibilities in resolving the 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.
required technical skills
knowledge of at least one of the following domains: cloud computing, microsoft azure platform, networking, server operating system (windows/linux), virtualization
microsoft azure platform
• microsoft azure architecture and its components (fabric, compute, storage)
• knowledge of windows azure platform services
networking, server operating system (windows/linux), virtualization
• master in supporting windows servers.
• master in supporting linux (redhat/ubuntu/etc.).
• experienced in network configuration, troubleshooting, subnetting, proxy services/servers, vpn, http, tcp/ip protocols, iptables and route table support, general dns services, and route/bandwidth problem diagnostics.
• experienced in web server troubleshooting: iis, php, apache, tomcat, etc.
• experienced in network performance fine-tune.
• experienced in enterprise security solution design and troubleshooting.
• experienced in 3rd party application-level troubleshooting or issue isolation.
at least 5 years of technical support experience (in a tier 2), including experience in a customer-facing or customer technical support role.
b.s. degree in computer science or equivalent experience
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.

About Microsoft

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.

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