Embedded Escalation Engineer - Azure App Service
Company: Microsoft
Location: Redmond
Posted on: January 5, 2021
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Job Description:
Interested in being on the cutting edge of Cloud Services? Love
services support in the Cloud? Customer obsessed? Data Driven?
Collaborator? Communicator? Troubleshooter? Debugger?Then come join
Microsoft as an Embedded Escalation Engineer supporting Azure Web
Apps. Azure---s continued success depends on providing customers a
world class support experience, to be a differentiator in the
marketplace and we need the best and brightest to take our Azure
App Services support offering to the next level.
ResponsibilitiesKey Responsibilities:As an EEE, you will be an
elite member of the Azure & Identity Serviceability EEE team and a
virtual member of the Azure App Service Product Group. You will
lead engineering investigations to bring quicker issue resolution
to support incidents impacting our customers and improve customer
experience. You will transform the Azure support teams to build
highly scalable, capable support engineering force to diagnose and
resolve customer issues on first contact eliminating the need for
escalation. You will Identify emerging trends or re-occurring
escalation scenarios and drive engineering opportunities to
mitigate and/or eliminate them from the workflow. You will
contribute to product improvements by filing impactful bugs, design
change requests and helping developers to fix and ship them to
production, preventing customers from being impacted. You must be
able to work well under pressure while also exhibiting flexibility
with a strong tolerance for managing through ambiguity and
uncertainty. This position requires extensive cross-group
coordination at all levels, as well as an understanding of cloud
with a focus on the business impact related to support, feedback
and advocacy. Excellent oral and written communication skills and
the ability to formulate strategy, represent issues and
recommendations clearly, are essential to this role. Attention to
detail and a highly organized, process-focused aptitude is required
to manage the variety of responsibilities and deliverables. It---s
your chance to: Work directly with our Azure App Service Product
Group to provide world-class engineering support at a product
component level.Perform complex product debugging and remediation
when needed; working alongside the Azure App Service development
teams to drive support incident resolution for configuration, code,
or other service deficiencies impacting customers. Embedded
Escalation Engineers are not expected to write product code;
however, should be able to apply their code skills and
understanding towards efficiently resolving support issues as
appropriate. Identify emerging trends or recurring escalation
scenarios and drive engineering opportunities to mitigate and/or
eliminate them from the workflow. The position is primarily
---behind the scenes--- providing engineering support to the
broader Azure App Service support delivery teams for incidents that
require product group engagement. At the same time, individuals
should be capable and prepared to occasionally engage directly with
customers to help facilitate incident resolution as appropriate.
QualificationsTo be successful in this role, the following skills
and experience is desired: BS in computer science or engineering or
equivalent industry experience At least 5 years of technical
escalation support experience (in a Tier 2/3 environment) including
experience in a customer-facing or support role Service Engineering
and/or DevOps experience at internet scale involving user data
and/or software development for an enterprise level
serviceTECHNICAL SKILLS: Cloud Computing, Microsoft Azure
architecture and its components.Knowledge of Microsoft Azure PaaS
offerings Azure Platform development and deployment
conceptsExperience with C# and .NET, PowerShell, CLI, Microsoft
Azure Superior problem solving and troubleshooting skills, an
ability to use various data collection tools and methodologies to
analyze problems and identify solutions Networking Concepts: VIPs,
NAT, DNS , VPN, Virtual Networks, OSI model Web protocols/methods:
TCP/IP, HTTP/s, JSON.OS/Virtualization: OS Internals, Hyper-V, SSH,
LDAP, SMB/NFSExperience working with OSS technologies is preferred.
(LAMP, Node.js, Java, Python)SOFT SKILLS: Passion for technology
and customer supportability Leadership - handle technically
challenging and politically hot customer situationsStrong
communications skills - excellent spoken and written English
communication skills and the ability to present complex technical
issues clearly and concisely to a general audienceAbility to work
collaboratively with the Engineering teams to drive architectural
changes to improve stability of environmentsAbility to prioritize
core role responsibilities vs. other work requests receivedLogical
and critical thinkingAbility to deal with ambiguity under continual
deadline constraints Microsoft is an equal opportunity employer.
All qualified applicants will receive consideration for employment
without regard to age, ancestry, color, family or medical care
leave, gender identity or expression, genetic information, marital
status, medical condition, national origin, physical or mental
disability, political affiliation, protected veteran status, race,
religion, sex (including pregnancy), sexual orientation, or any
other characteristic protected by applicable laws, regulations and
ordinances. We also consider qualified applicants regardless of
criminal histories, consistent with legal requirements. If you need
assistance and/or a reasonable accommodation due to a disability
during the application or the recruiting process, please send a
request via the Accommodation request form.Ability to meet
Microsoft, customer and/or government security screening
requirements are required for this role. These requirements
include, but are not limited to the following specialized security
screenings: Microsoft Cloud Background Check: This position will be
required to pass the Microsoft Cloud Background Check upon
hire/transfer and every two years thereafter.Benefits/perks listed
below may vary depending on the nature of your employment with
Microsoft and the country where you work.Benefits and PerksIndustry
leading healthcareSavings and investmentsGiving programsEducational
resourcesMaternity and paternity leaveOpportunities to network and
connectDiscounts on products and servicesGenerous time awayJob
SummaryJob number: 797603Date posted : 2020-08-13Travel:
0-25%Profession: ServicesRole type: Individual
ContributorEmployment type: Full-TimeExperience: Experienced
professionals
Keywords: Microsoft, Redmond , Embedded Escalation Engineer - Azure App Service, Engineering , Redmond, Washington
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