Technical Support Engineering IC2 - Hyderabad @ Microsoft

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/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 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

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

Required
Customer Support or Software Development experience in three or more of the following
o Cloud Application development or support experiences with PaaS services (Redis Cache, Service Fabric, Service Bus, Event Hub, Cloud Service, IoT suite, Azure Batch, Mobile Apps, etc.)
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

Experience in one or more of these areas desirable
Troubleshooting skills in Network and DNS
Familiar with packet sniffers: Fiddler or Network Monitor/Message Analyzer