[QQ-014] Support Escalation Engineer

[QQ-014] Support Escalation Engineer

14 Sep
|
Microsoft
|
Hyderābād

14 Sep

Microsoft

Hyderābād

Are you interested in the cloud business and enabling Linux 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 Linux Support is a strategic unit of Customer Support Services (CSS) responsible for the following: 





The definition and implementation of the support services required to win in the cloud marketplace. 



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.



Provide critical product feedback to multiple Engineering Groups 



Lead the integration of CSS talent to resolve Azure Linux issues as part of the Azure Support ecosystem. 



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 Senior Support Escalation Engineer is responsible for support delivery, working with customers to resolve, complex Azure Linux technical customer issues 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 Senior 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 Linux in Microsoft Azure. 



Qualifications



EXPERIENCE REQUIRED 



8+ 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. 



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/CERTIFICATION 



Linux Professional Institute Certified (LPIC), CompTIA Linux+, Red Hat Certified Engineer (RHCE) preferred 



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.

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/18952635/qq-014-support-escalation-engineer-hyderabad/?utm_source=html

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