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Escalation Engineer Full-time

de Microsoft em Lisboa (Publicado em 10-09-2019)

Are you interested in the cloud business and interested in a start-up like environment, passionate about cloud computing technology? The Microsoft Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.
Azure Support is looking for a customer focused Service Engineer passionate about site up, availability, and supportability of the Azure platform. This role will be accountable for diagnosing and troubleshooting mission critical customer applications built on the Windows Azure platform. The successful candidate will be able to demonstrate breadth while managing complex, highly available services with a deep understanding of the underlying components, concepts (Azure Platform, Azure SDK, Azure management and billing portals, subscription management, migration), and work directly with customers, Customer Support, LiveSite Teams, and Engineering and supportability.


Responsibilities include:
Ability to analyze, troubleshoot, and remediate Azure subscription management escalations spanning software, hardware, 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 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 complex technical issues
Strong communications skills - Excellent spoken and written English communication skills
Effective, polished interaction with customer to gather information
Cross-team collaboration
Logical and Critical thinking
Passion for technology and customer support
Required Technical Skills:
Demonstrable troubleshooting skills
Understanding of cloud vs. on premise computing
Knowledge of one or two of the following domains:
Cloud Computing, Microsoft Azure Platform, Azure Commerce, Server Operating System (Windows/Linux)/Virtualization/Networking, Microsoft Azure Platform/ Azure Commerce/ Networking, etc, Microsoft Azure architecture and its components (Fabric, Compute, Storage), Windows Azure Platform services, Commerce Platform, Subscription management and Billing Systems, Ecommerce Online services - Offer Management Systems and Risk detection systems
Familiarity with development: tools, language, process, methods, troubleshooting Server Operating System/Virtualization
Familiarity with Windows Server or Linux OS (System Admin and OS internal concepts), Active Directory, Security
Understanding of Virtualization concepts and virtual system administration
Familiarity with networking concepts including VIPs, NAT, DNS
Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
Understanding of SQL Tracing, SSIS, SSRS and SSAS
Familiarity with ADO.NET preferred
Development/Coding - Experience with C# and .NET, PowerShell, Microsoft Azure
Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product
EXPERIENCE At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
EDUCATION/CERTIFICATION B.S. degree in Computer Science or equivalent experience

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.

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

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