Support Escalation Engineer - Hyderabad @ Microsoft

Your Responsibilities
Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Software Engineering
Responsible for the customer support experience with Microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, 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/engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ 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; may be workload or specialty specific

Responsibilities

Ability to build business relationships with key customer contacts and Technical Account Managers and enhance the trust.
Ability to quickly identify customer issues to specific Azure Services or Azure Platform
Respond to and resolve critical customer issues by performing depth analysis work and engaging with the Engineering Group effectively.
Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring/alerts.
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Act as technical leader, mentor, and role model across the ARR business.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Language Qualification
English Language: fluent in reading, writing and speaking.

Qualifications

Requirements:

3+ years of experience in a customer facing role
5+ years of technical experience in three or more of the following:

Solid understanding of container technology and fluency in Kubernetes.
Linux OSS
Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, Jenkins, etc.)
Experience administering Linux (boot process, file systems, network device and protocol configuration)
Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP

Operating System/Virtualization
Familiarity with Security, OS Internals concepts
Understanding of Virtualization concepts and virtual system administration
Networking
Understanding of container specific networking such as CNI
Familiarity with DHCP, VIPs, NAT, DNS
Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, etc.)
Understanding of load balancing and familiarity with relevant components such NGINX, Application Gateways, and NVA s
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

Preferences:

BS in computer science or engineering preferred
Kubernetes Administration Certification preferred

Soft Skills:

Technical Leadership - handle technically challenging and politically sensitive customer situations
Strong communications skills and the ability to present complex technical issues clearly and concisely to a general audience
Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
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 and motivation to learn behaviors of unfamiliar components/technologies as needed
Ability to drive discussions remotely with authority
Ability to work collaboratively
Ability to have effective communication with various stakeholders within and outside of Microsoft
Demonstrate coaching skill
Logical and Critical thinking
Should have passion for technology and customer support
Ability to develop and nurture relationships over long distances and remote technologies like Teams
Logical and critical thinking
Ability to deal with ambiguity