Are you interested in the cloud business and enabling Azure Kubernetes container and OSS workloads? The Microsoft Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.
Azure Support is a strategic unit of Customer Support Services (CSS) responsible for the following:
1. The definition and implementation of the support services required to win in the cloud marketplace.
2. Resolving customer issues including complex technical scenarios integrating several cloud capabilities and scenarios supporting the service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture.
3. Provide critical product feedback to multiple Engineering Groups
4. Lead the integration of CSS talent to resolve Azure Kubernetes Services issues as part of the Azure Support ecosystem.
5. Engaging with customers running heterogeneous operating systems (Linux, Windows) on Azure Infrastructure Services.
The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service rather than on-premises products, and to work in collaboration with multiple Microsoft teams inside CSS and Engineering (Product Group).
Responsibilities
The Support Escalation Engineer is responsible for support delivery, working with customers to resolve, complex technical customer issues related to running containers on the Microsoft Azure Platform. In addition, the Senior Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-Premises); identifying required tools, cloud access, training, processes or capabilities for support to assess issues in less than 15 minutes. Need to closely collaborate with engineering, operations and CSS engineers.
The Support Escalation Engineer is a critical role in the implementation of Azure Platform support capabilities which includes working with the Engineering Group and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Technical Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific support teams for customer incident resolution when required.
Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for Kubernetes in Microsoft Azure.
Achieve operational precision:
· Adhere to published queue or call back schedule and be available for different shifts, as necessary.
· Use appropriate documentation and utilization and / or labor tracking methods to account for time.
· Manage and prioritize your workload while keeping team members and management appropriately informed.
· Participate in ad-hoc projects per management request or business need.
