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
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
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