Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

• 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 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; may be workload or specialty specific

Qualifications

Language Qualification

• English Language: confident in reading, writing and speaking. in addition
• Fluent in Italian or French and confident in reading, writing and speaking.

Experience Required 

• Strong 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.
• Strong English Language skills

Technical 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, LDAP
• Operating 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 preferred

Networking

• 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 concepts

Education

• B.S. degree in Computer Science or equivalent experience
• Linux Professional Institute Certified (LPIC), Linux+, Red Hat Certified Engineer/Architect (RHCE/RHCA) preferred

Benefits and Perks

• Industry leading healthcare
• Savings and investments
• Giving programs
• Educational resources
• Maternity and paternity leave
• Opportunities to network and connect
• Discounts on products and services
• Generous time away