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Azure App Services OSS Support Engineer

Company: Microsoft Corporation
Location: Cambridge
Posted on: January 13, 2022

Job Description:

Our Organization:Do you have a passion for Cloud Services? Do you want to be a key technical leader in a rapidly growing & profitable Enterprise cloud service? Does building the Services infrastructure of a cloud service excite you? If you want to join a fast-paced team & have an impact on a growing online business, this is the opportunity for you to drive the evolution of Microsoft Azure Support while keeping customer satisfaction as the top priority! This is an opportunity for you to be constantly learning as the Platform expands to provide broader capabilities to our customers, enable customers using a service rather than on premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of Customer Service & Support (CSS), Engineering and Operations teams.Our Culture:Our culture is built around attributes that drive our every decision, and our every action.

  • Customer obsession Our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.
  • Growth mindset Our people focus on learning, improving and being open about change.
  • Diverse and inclusive We celebrate and leverage our cultural differences as it makes us a stronger organization and provides the best experience for our engineers and customers.
  • One Microsoft We believe in a boundary-less organization, unlocking the collective genius and building great experiences.
  • Making a difference We think beyond the traditional measures of business or individual success and believe that our work is purpose driven, improving lives worldwide.Our Role:Support Engineers (SE) serve as frontline technical resources for Microsoft premier, unified, and Azure Rapid Response customers and partners via phone, email, chat or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues. As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team.ResponsibilitiesResponsibilities include:
    • Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding problems identified in Microsoft software products, and manage relationships with those customers.
    • Be flexible to work in different shifts.
    • Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
    • Acquire & coordinate resources from other groups as needed to resolve customer issues.
    • Manage hot issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.
    • Share knowledge with other engineers and develop customer solutions efficiently.
    • Communicate technically complex information with Microsofts developer customers via telephone, written correspondence, and electronic services.
    • Continually learn technologies and develop deep expertise in Microsoft products. Apply that knowledge to real-world programming problems.
    • Create advanced technical content including Microsoft Knowledge Base articles, samples, whitepapers, and training.
    • Own and Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers.
    • Drive resolution of critical situations (CritSits) and ensure smooth execution through the life of the crisis by adherence to processes and guidelines.QualificationsRequired Qualifications:
      • 2+ years of technical customer support experience or software development experience
      • 2+ years of technical experience in the following:
      • Open-source software (OSS) development experience in two or more of the following: Java, Python, Node.js, PHP, or Ruby.
      • Deep experience with HTTP web servers in two or more of the following: IIS, Apache, Tomcat, Nginx, or Gunicorn.
      • Knowledge of database technologies in one or more of the following: MSSQL, MySQL, MariaDB, MongoDB, PostgreSQL, Redis, and CosmosDB a plus.
      • Technical experience in continuous integration (CI) and continuous deployment (CD) with one or more of the following: Azure DevOps, Jenkins, Oryx, Git, Github, Bitbucket.
      • Preferences
      • Understanding of how HTTP requests are handled end-to-end including HTTP headers, cookies, etc.
      • Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging.
      • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
      • Knowledge of enterprise solutions utilizing Java or Python.
      • Experience of back-end or full-stack development in a team environment.
      • Knowledge of Azure App Services or other Cloud Services is an added advantage.
      • Experience in many of these desirable areas:
      • Knowledge of .Net Core, Python, Node.js, Java, JavaScript, PHP, and popular frameworks such as WordPress, Joomla, and Drupal.
      • Deep experience with Open-Source Web technologies, Shell Scripting, troubleshooting, and developing with Linux, Nginx, Apache, Tomcat, Nginx, and Gunicorn.
      • Experience with custom Docker images and troubleshooting Docker.
      • Knowledge of Docker orchestration tools (Kubernetes, OpenShift, Docker Swarm, Apache Mesos, Azure Kubernetes Service (AKS)).
      • Experience with micro-services is a plus.
      • Troubleshooting skills in TCP/IP Network, DNS, SSL/TLS.
      • Familiarity with packet sniffers: Wireshark, Fiddler or Network Monitor/Message AnalyzerPreferred Qualifications:
        • BS in computer science or engineering preferred
        • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.Soft Skills:
          • Technical Leadership - handle technically challenging and politically sensitive customer situations
          • Strong communications skills excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
          • Ability to understand the customers best interests in terms of problem impact
          • Passion for technology, problem solving, and customer supportability
          • Ability to discovery, recognize and assess alternate solutions to a problem
          • Ability to drive discussions remotely with authority
          • Ability to work collaboratively
          • Logical and Critical thinking
          • Ability to develop and nurture relationships over long distances and remote technologies like Teams
          • Ability to deal with ambiguityAbility 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.Your shift can vary according to business needs. Examples: Monday to Friday, any working hours from 6am to 6pm Pacific Time, or weekend coverage depending upon business needs. Please note that shifts might change according to business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed. This position may require you to work a rotational On-Call schedule, evenings, weekends and holiday shiftsThis role supports Microsoft hybrid work policies; to include work from home and in country location flexibility.The salary for this role in the state of Colorado is between $82,500 and $123,500.At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employees role.Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.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 (https://careers.microsoft.com/us/en/accommodationrequest) .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Keywords: Microsoft Corporation, Cambridge , Azure App Services OSS Support Engineer, Engineering , Cambridge, Massachusetts

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