Senior Technical Support Engineer

• Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience
• Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues
• Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow
• Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted
• As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today
• As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions
• Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty
• Work directly with our AKS Product Group to provide world-class engineering support at a product component level
• Perform complex product debugging and remediation when needed
• working alongside the development teams to drive support incident resolution for configuration, code, or other service deficiencies impacting customers
• Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow
• Provide periodic on-call rotation (low frequency) service as primary response to service escalations
• Response and Resolution: You own, investigate, and solve highly complex customer technical issues and serve as a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (e.g., debugging)
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others
• You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness
• Product/Process Improvement: You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements
• Business Integration: You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
• 5+ years of technical support, technical consulting experience, or information technology experience
• 3+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations
• 2+ years of experience in one or more of the following: Microsoft Azure Platform
• Azure Networking Services, Azure Virtual Machine, Azure Storage
• Microsoft Azure Kubernetes Services (AKS)
• Experience in any JAVA, JavaScript, Python, R, Scala, REST concepts, PowerShell
• Familiarity with development: tools, language, process, methods, troubleshooting
• Experience with Data Integration solutions and services
• Experience with Open-Source technology preferred
• Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product
• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role
• This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter

Experience with Open-Source technology preferred