Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

 Responsibilities

• Responsible for the customer support experience with Microsoft Azure PaaS service such as Azure Storage, Azure APIM, Azure Service Bus, Azure Service Fabric and meet SLAs
• Own, troubleshoot and solve customer various technical issues such as coding, performance, network related
• Maintain collaboration and follow troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching, and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles;

Qualifications

• Minimal 3 years Customer Support or Cloud Application Development or similar roles
• Experience in three or more of the followings is preferred or plus
• Redis Cache, Service Fabric, Service Bus, Event Hub, Cloud Service, IoT suite, Azure Batch, Mobile Apps, Container, REST/SOAP (WCF) API, Kubernetes etc.

• 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

• Have experience in one or more programming language: C#, C++, Java, Python, Node.js

• Workable oral and written English communication

Experience in one or more of these areas desirable
• Troubleshooting skills in Network and DNS is a plus
• Familiar with Web server such as IIS is a plus
• Familiar with packet sniffers: Fiddler, Network Monitor or Wireshark, Message Analyzer