Microsoft Corporation Support Escalation Engineer_Mooncake Dev PoD in Shanghai, China
Mooncake (Microsoft Azure - National Cloud in China) Support is part of CSS GCR, which focuses on providing commerce, presales and technical support for Microsoft Azure across China. As Azure is one of the fastest growing service in Microsoft, we are looking for an Azure PaaS Technical Advisor, who will work with support engineers, pre-sales, field and engineering teams to assist customers in resolving technical issues involving Microsoft Azure PaaS products and services. This role will have the opportunity to foster positive customer relationships while effectively managing challenging situations and driving customer success.
Act as a technical escalation contact point in cooperative relationships with partner and a variety of stakeholders. • Provide consulting, resolution advice to engineers that will improve the customer experience. Offer technical guidance to others and share technical expertise • Ensure the technical readiness and maintaining the technical wellness of the support engineering staff in both Microsoft and partner team. • Drive implementation of improvement initiatives for operation excellent and customer success.Drive awareness on opportunities for training, content, tools and process. • Identity potential crisis problems and collaborate with different teams such as field team and product team to mitigate the issue.
Proactively perform case reviews to ensure case handling quality and customer satisfaction. Proceed case escalation as per established guideline.
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 complex technical issues
Strong communications skills
Effective, polished interaction with customer to gather information
Demonstrable troubleshooting skills
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing.
Required Technical Skills
Primary responsibilities and knowledge requirements include a thorough understanding of one or more of the following products/technologies:
- Has a basic understanding of Microsoft Azure PaaS services such as App Service, Cloud Service, Micro Service, Storage, Cache, Service Bus etc. • Proficient in at least one of development languages or scripts, for example C#, Java, PHP, Python and PowerShell etc. • Familiar with Microsoft development tools including Visual Studio, VSTS and IIS. • Good at using Microsoft troubleshooting tools including Windbg, Process Monitor and Network Monitor.
B.S. degree in Computer Science or equivalent experience
At least 5 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role.
People who has experience of software or web development is strongly preferred. • Expertise in open source platform & technology such as Linux, Java, PHP, Python, Node JS is also a big plus.
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.