As a Senior Technical Support Engineer - Azure, you will be responsible for owning, troubleshooting, and solving complex technical issues faced by Azure customers. You will act as a trusted advisor to customers, leveraging your expertise to guide them through technical challenges while collaborating with various teams to resolve issues efficiently. This role offers an exciting opportunity to develop deep technical expertise, improve your problem-solving skills, and support Microsoft’s mission to empower every organization on the planet.
Key Responsibilities
- Investigate, troubleshoot, and resolve complex technical issues that customers face within Azure services, ensuring high customer satisfaction and minimal disruption.
- Provide clear, concise, and detailed explanations to customers, guiding them through technical issues with the use of troubleshooting tools and practices.
- Collaborate within and across teams to resolve escalated issues efficiently, ensuring timely issue resolution and strong customer relationships.
- Serve as a point of escalation for highly technical, critical, and security-related customer issues.
- Drive customer confidence and satisfaction with proactive problem-solving and clear communication across all levels of customer management (IT professionals, architects, executive leadership).
- Ensure best practices are applied to customer Azure solutions, contributing to customer success and reducing the risk of recurring issues.
- Lead knowledge-sharing sessions, technical coaching, and mentoring to junior engineers and peers, driving improvement across the team.
- Contribute to readiness programs, enabling the support team to enhance its technical skills and improve customer service delivery.
- Work closely with Microsoft’s Engineering and Supportability teams to identify and investigate potential product defects and help develop tools and automation techniques to improve the overall support experience.
- Provide feedback and insights to drive continuous improvement in Azure services, ensuring the product meets the evolving needs of customers.
- Handle critical customer issues involving advanced technical aspects of Azure Web Apps, Azure PaaS technologies, Docker, Linux, and Windows IIS environments.
- Address strategic customer event requirements, ensuring customer objectives are met and optimizing performance.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Alternatively, 5+ years of technical support or consulting experience.
Experience
- 3+ years in technical support, consulting, or IT roles with experience troubleshooting complex issues across multiple technologies.
- 3+ years experience troubleshooting Azure services or PaaS technologies, including Web App troubleshooting on Linux, Windows IIS, and Azure Web Apps.
Skills
- Fluent in English (written and verbal communication).
- Strong troubleshooting skills, especially in resolving complex customer issues.
- Ability to engage with and support a variety of technical audiences, including developers, architects, and IT professionals.
- Knowledge and experience with network connectivity, performance optimization, and cloud technologies.
Preferred Qualifications
- Microsoft-certified in Azure Cloud Technologies or Microsoft Server Products.
Additional Technical Skills
- Linux/UNIX operating system troubleshooting.
- Experience with AlwaysOn technologies, Storage Engine, IaaS, and Encryption in Azure.
- Familiarity with Azure Networking, Query Store, Setup & OSS technologies.
Security Compliance
- Ability to meet Microsoft’s security screening requirements for cloud-based roles.
Why Join Microsoft?
- Innovative and Dynamic Environment. Work on cutting-edge Azure technologies, providing solutions to businesses worldwide.
- Career Growth. Opportunities to deepen your technical expertise and accelerate your career through training, mentoring, and leadership development.
- Inclusive Culture. Microsoft believes in a culture of inclusion where every employee can thrive. We offer equal opportunities for all, regardless of background or status.
- Work Flexibility. This role offers remote work flexibility, enabling you to maintain a work-life balance while contributing to global customer success.
- Employee Benefits. Access to comprehensive health benefits, wellness programs, and the chance to work on impactful projects.
How to Apply. If you're passionate about delivering excellent customer support, solving complex technical challenges, and contributing to the success of Azure customers, apply now and join the Microsoft team to make an impact on a global scale.