Senior Technical Support Engineer

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization at Microsoft is on a mission to empower customers to accelerate business value through differentiated customer experiences. These experiences leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 seeking a highly skilled and experienced Senior Technical Support Engineer to join our CSS team. This role will primarily support Azure Operator Nexus, a next-generation carrier-grade Hybrid Cloud platform designed to host operators’ network-intensive workloads and mission-critical applications. In addition, the role will expand to include support for other hybrid edge platform systems as they are introduced, offering opportunities to work on the latest innovations in edge and hybrid cloud technologies.

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

• 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.

Embody our culture and values

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experienceOR 7+ years of technical support, technical consulting experience, or information technology experienceOR equivalent experience

Other Qualifications:

• 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.

Additional Or Preferred Qualifications:

• Understanding of Azure Kubernetes Service (AKS) including workload identity support, integration with Azure services, and managing AKS clusters
• Understanding of hybrid cloud platforms, containerized network functions (CNFs), and virtual network functions (VNFs).
• Experience with Linux system administration, troubleshooting, and performance tuning. Familiarity with Linux-based tools and utilities for system monitoring and management
• Understanding of hybrid cloud platforms, containerized network functions (CNFs), and virtual network functions (VNFs).
• Understanding of Azure Kubernetes Service (AKS) including workload identity support, integration with Azure services, and managing AKS clusters
• Experience in Azure services including Azure Resource Manager (ARM), Azure Arc, Azure Monitor, and Azure Key Vault.
• Experience with Linux system administration, troubleshooting, and performance tuning. Familiarity with Linux-based tools, utilities for system monitoring and management and strong problem-solving skills and with the ability to work under pressure in a fast-paced environment.
• Familiarity with Azure Operator Nexus and its operational usage.
• Experience with API and portal-based management and control plane support for hybrid cloud platforms.
• Knowledge of Grafana for monitoring and visualizing system metrics. Ability to create and manage dashboards for real-time data analysis and troubleshooting
• Experience in using Kusto Query Language (KQL) for querying and analyzing logs. Ability to detect anomalies, explore data patterns, and troubleshoot common problems using Kusto

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Debugging
• Azure Kubernetes Service (AKS)
• Hybrid Cloud
• Linux System Administration
• Azure Services (ARM, Arc, Monitor, Key Vault)
• Kusto Query Language (KQL)
• Grafana