Taipei, TWN
16 days ago
Technical Support Engineer
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME. This role is flexible in that you can work up to 50% from home. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. **Responsibilities** • Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. • Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues. • Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business). • Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection. • Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback. **Qualifications** **Responsibilities** + Responsible for the customer support experience with Microsoft Azure PaaS service such as Azure Storage, Azure APIM, Azure Service Bus, Azure Service Fabricand 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 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. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
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