[Hiring] Support Escalation Engineer - Azure Networking @Microsoft

Role Description

This role involves delivering exceptional technical support experiences to customers as a Technical Support Engineer. You will own, troubleshoot, and solve customer technical issues, allowing for career growth and development of problem-solving and technical skills.

• Review, investigate, and solve customer technical issues
• Collaborate within and across teams leveraging troubleshooting tools
• Participate in communities with peer delivery roles
• Develop specific technical and professional proficiency
• Identify potential product defects and provide feedback for improvements
• Handle issues from identification to resolution via phone and web support
• Collaborate with colleagues and escalate issues as necessary

Qualifications

• 3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
• Strong knowledge and understanding of TCP, IP protocols and OSI model
• Experience with Infrastructure, Network Administration
• Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
• Fundamental awareness of Private, Hybrid, Public Cloud, OS: Windows and/or Linux, Virtualization of SDN technologies
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP(s), MPLS, BGP, Layer 3, Layer 2
• Hands-on experience of Proxy and Firewall
• Fluent in English (reading, writing, speaking)
• Confident in Japanese (reading, writing, speaking)

Requirements

• Leadership - handle technically challenging and politically hot customer situations
• Strong communications skills - Excellent spoken and written English communication skills
• Effective, polished interaction with customers to gather information
• Demonstrable troubleshooting skills
• Cross-team collaboration
• Logical and Critical thinking
• Passion for technology and customer support
• Understanding of cloud vs. on-premise computing

Benefits

• Flexible work-from-home options
• Standard business hours, Monday through Friday
• Shifts scheduled based on global resource allocation and customer requirements