The world of business is undergoing a significant change with the next Digital Revolution - the move to the cloud. Azure is at the forefront of this revolution with an ever-expanding array of services and offerings.   

   

We are looking for passionate candidates with experience deploying on any of the public cloud platforms to help us redefine “online support”.  This role is ideal for someone who is passionate about deploying or supporting cloud services with knowledge of usage patterns for these services.   

   

As an Azure Customer Engineer for online Chat support, you will closely monitor and respond to customer questions, representing Microsoft and Azure Engineering in these interactions. You will also be the voice of the customer and have a strong connection into Azure service teams, to identify recurring issues and feature requests to drive product improvements.    

  

Why Azure CXP? 

The Azure Customer Experience team is uniquely placed to disrupt the facets of the engineering-customer connect. A fast paced, startup like environment where the focus is on applying the engineering mindset and getting things done. 

If you have an engineering mindset, are passionate about Cloud Services, a quick learner and enjoy helping customers, we want you! 

#AzCxp  #AzCXP  #AzCXPACE  #AzCXPACEChat  #AzCXPChat

Responsibilities

As a part of a global support delivery team,  support Azure customers real-time through chat, screen sharing, research, and call-back regarding problems identified in Microsoft software products, and manage relationships with those customers. 

Ability to go technically deep across Azure services and actively seek solutions to customer needs and communicate trends to leadership.  

Turn Azure customers to Azure fans by improving support efficiency through finding opportunities to optimize existing processes and tools.  

Building a close working relationship with the teams related to assigned service areas to leverage in case of escalations, as well as to drive product improvements  

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. 

Building and updating Azure product documentation to help customers deliver solutions on Azure  

closely with the feature Engineering teams to report bugs, expedite bug fixes and bubble up feature requests.  

Qualifications

Qualifications   

Bachelor's degree in Information Science, Information Technology, Computer Science Engineering or Mathematics or equivalent work experience  

2+ years of experience working with enterprise customers on Cloud specific solutions, support, application development and deployment   

Proven history of customer-obsession, including blog posts, how-to videos, etc  

Experience analyzing, troubleshooting, and providing solutions for technical issues  

Certification in Microsoft and/or competing Cloud Technologies.   

Skills Required: 

TECHNICAL SKILLS 

App Services:  

2+ years of technical customer support experience or software development experience in three or more of the following: Web App troubleshooting on Linux, Windows IIS, Azure Web Apps, Function App or Docker 

2+ years of technical experience in the following: 

Knowledge of the .NET Framework and how to develop ASP.NET applications using C# or VB. 

Knowledge of MVC frameworks, particularly ASP.NET MVC. 

Knowledge of IIS configuration and how HTTP requests are handled by IIS. 

Knowledge of Azure App Services and Cloud Services is an added advantage. 

Preferences 

Understanding of how HTTP requests are handled end-to-end including HTTP headers, cookies, etc. 

Working knowledge of Visual Studio. 

Knowledge of HTML and CSS. 

Knowledge of PHP, Node.js, Java, JavaScript and popular frameworks such as WordPress, Joomla and Drupal is a plus 

Deep experience with Open Source Web technologies, troubleshooting and developing with Linux, NGINX, Apache, Java, Node, Python, PHP and Ruby 

Experience with customer Docker images and troubleshooting Docker 

Additionally, Knowledge of one the following domains is desired: 

Windows Azure Platform 

Knowledge of Windows Azure Platform services 

Azure Platform development and deployment concepts 

Familiarity with troubleshooting 

Operating System/Virtualization 

Familiarity with Active Directory, Security, OS Internals concepts 

Understanding of Virtualization concepts and virtual system administration 

Experience with Hyper-V configuration and administration 

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 ambiguity 

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. 

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.