Job Description:

The Support Engineer is responsible for support delivery, resolving escalated, complex customer issues related to the Azure billing platform and subscription management to successfully deliver Azure Subscription Management Support against Customer Partner Experience (CPE) and workflow efficiency targets; and to identify required tools, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to operations below 10% of the volume.

Responsibilities:

• Acts as a secondary response for technical support.
• Provides for complex products, including escalated issues, mainly to end users, along with developers and corporate customers.
• Provides support via telephone, written correspondence, and electronic media.
• Works independently with limited supervision.
• May provide technical training, coaching and mentoring to other engineers.
• May act as substantial technical resource in certain product areas.

Required Skills:

• 2-3 years related experience required.
• Solid understanding of standard computer science concepts required.
• Knowledge of personal computers, relevant operating systems, applications, and/or languages required. Knowledge of personal computer architecture and networking required.
• Solid understanding of technical support issues required.
• Must have sufficient technical depth to communicate with development and other internal organizations at a peer level.
• Strong communication, problem solving, and technical writing skills; excellent customer service and support skills required.
• Programming and debugging skills preferred. Associates degree in a technical field preferred, or an equivalent combination of education and experience required.
• Expertise in Microsoft Sharepoint and Active Directory required; SQL Server and IIS are a plus.