New 
Technical Support Engineering
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 May 10, 2025 | |
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OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.We are seeking a highly skilled and experienced Senior Technical Support Engineering to join our CSS team. This role will primarily support Azure Operator Nexus, a next-generation carrier-grade Hybrid Cloud platform designed to host operators' network-intensive workloads and mission-critical applications. In addition, the role will expand to include support for other hybrid edge platform systems as they are introduced, offering opportunities to work on the latest innovations in edge and hybrid cloud technologies. Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
ResponsibilitiesResponse and Resolution:Provide advanced technical support and troubleshooting for Azure Operator Nexus, including network fabric, bare metal hosts, storage appliances, infrastructure, and tenant Kubernetes clusters.Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point. Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team. Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues. Utilize Azure API-driven management and control plane support to troubleshoot and restore system operations.Engage in direct intervention via CLI operations when necessary to resolve rare issues and events.Document and share best practices, troubleshooting guides, and operational procedures to enhance team knowledge and efficiency. Readiness:Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology.Utilize Azure API-driven management and control plane support to troubleshoot and restore system operations.Engage in direct intervention via CLI operations when necessary to resolve rare issues and events.Document and share best practices, troubleshooting guides, and operational procedures to enhance team knowledge and efficiency.Participate in readiness trainings and stay updated with the latest developments in Azure Operator Nexus and related technologies.Provide feedback to the engineering team to improve product features and supportability.Mentor and guide other engineers, fostering a collaborative and learning-oriented environment. Product/Process Improvement:Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes. Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted. Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools. Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution. Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team. Business Integration:Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams. Other: Embody our culture and values | |