With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft's commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.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**:Response and Resolution- You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practicesReadiness- 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 complex customer issues, through training and readiness.Product/Process Improvement- You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements**Qualifications**:EXPERIENCE REQUIRED- 5+ Years Experience administering Linux (boot process, file systems, network device and protocol configuration)SOFT SKILLS- Leadership - handle technically challenging and politically sensitive customer situations- Strong communications skills - Excellent spoken and written English communication skills- Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence- Demonstrable troubleshooting skills- Cross-team collaboration- Logical and Critical thinking- Passion for technology and customer support- Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing. Fluent English Language skillsTECHNICAL SKILLS- Deep knowledge in one or more Linux distros and technical understanding of at least one of the following areas: Operating System/Virtualization or Networking. Troubleshoot architectural design issues, implementation issues, and troubleshoot problems in customer solutions.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, etc.)- Experience administering Linux (boot process, file systems, network device and protocol configuration)- LAMP (Linux, Apache, MySQL, PhP or Python) - Ansible, Docker/Containers, Kubernetes/OpenShift- Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAPOperating System/Virtualization- Familiarity with LDAP, Security, OS Internals concepts- Understanding of Virtualization concepts and virtual system administration- Experience with Hyper-V, VMWare, Xen configuration and administration- Cloud experience strongly preferredNetworking- Familiarity with networking concepts including VIPs, NAT, DNS - Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)- Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred- Understanding of the OSI model and related conceptsEDUCATION/CERTIFICATION- B.S. degree in Computer Science or equivalent experience- Linux Professional Institute
