Support Escalation Engineer - Networking

Shanghai, China

Mooncake (Azure, National Cloud in China) Support is part of CSS GCR which focuses on providing commerce, presales and technical support for Microsoft Azure across China, where Azure is one of the fastest growing service of Microsoft.

We are looking for a customer focused Service Engineer passionate about site up, availability, and supportability of Azure platform. This role will be accountable for diagnosing and troubleshooting mission critical customer applications built on the Microsoft Azure platform. The successful candidate will be able to demonstrate breadth while managing complex, high available services with a deep understanding of the underlying components, concepts (Azure Platform, Azure SDK, migration), and work directly with customers, Customer Support, LiveSite Teams, and Engineering and supportability.

Responsibilities

  • Ability to quickly identify customer issues to specific Azure Services or Azure Platform; being able to conduct in-depth diagnostics on core Azure platform and services.
  • Ability to work with Engineering group effectively.
  • Ability to analyze, troubleshoot, and remediate Azure software, network and datacenter stacks and bring quicker resolutions.
  • Identify and implement learnings from service investigations to improve Azure platform architecture, drive continuous improvement in the Azure platform by incorporating feedback from internal/external customers
  • Develop tools, scripts to automate troubleshooting activities
  • Provide customer escalation analysis and leveraging data to drive further improvements in the platform, tooling improvements
  • Identify and drive requirements for increased customer self-supportability
  • Identify and drive implementation of customer centric mitigation levers and playbooks for Operations

Respond to and resolve critical customer issues as part of a 24x7 on-call rotation and attend urgent ad-hoc requests

Qualifications

Required Soft Skills
Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues
Strong communications skills
Effective, polished interaction with customer 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.

Required Technical Skills
Knowledge of at least one of the following domains: Cloud Computing, Microsoft Azure Platform, Server Operating System (Windows/Linux)/Virtualization/Networking.

 
Microsoft Azure Platform
– Microsoft Azure architecture and its components (Fabric, Compute, Storage)
– Knowledge of Windows Azure Platform services

 

Server Operating System (Windows/Linux)/Virtualization/Networking

 

– Master in supporting Windows Servers.

Master in supporting Linux (Redhat/Ubuntu/etc).

 

– Experienced in Microsoft Enterprise solutions: AD, OS Security, System Center, Hyper-V, Exchange, Cluster, etc.

– Experienced in network configuration, troubleshooting, subnetting: proxy services/servers, vpn access, http, tcp/ip protocols, ip-table and route table support, general DNS services and route/bandwidth problem diagnostics.

– Experienced in Web Server troubleshooting: IIS, PHP, Apache, Tomcat, WordPress, etc.

– Experienced in Storage performance fine-tune.

– Experienced in Enterprise Security solution design and troubleshooting.

– Experienced in 3rd party application level troubleshooting or issue isolation.

 

 




EXPERIENCE
At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role

EDUCATION/CERTIFICATION
B.S. degree in Computer Science or equivalent experience

 

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.

 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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