Job Description

• 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 or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and 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

Skills Required

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

Required

• DevOps Systems: Azure DevOps Services, Azure DevOps Server (formerly Team Foundation Server), GitHub Enterprise, Atlassian
• Cloud Technologies: Microsoft Azure, Amazon web services, iCloud
• Languages and Compilers: C, C++, C#, VB.NET, JAVA, HTML5
• Developer Tools such as Visual Studio, Unity, Eclipse
• Excellent problem solving and troubleshooting skills, with the 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

• Deep understanding of application lifecycle and agile development principals including but not limited to:
• Boards – work items, backlogs, sprints and queries
• Repos – commits, pushes, pulls, and branches
• Pipelines – builds, releases and deployment groups
• Test – Unit and Load tests, parameters, configurations and runs
• Artifacts