Educational Qualification: Bachelor or Master’s Degree or Equivalent
Years for work Experience: 3+ Yrs
Location: USA / EMEA / APAC / India
Nature Of Position: Permanent (E) / Sub-contractor

Job Family Details / Responsibilities    

Support Engineers (SE) serve as frontline technical resources to customers and partners via phone, email, or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. 
• You will be part of a team responsible for providing outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. 
• Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. 
• You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities:
• Responsible for the customer support experience with customers
• 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

Primary Skill    
DevOps Systems: Azure DevOps Services, Azure DevOps Server (formerly Team Foundation Server), GitHub Enterprise, Atlassian

Cloud Technologies: Azure, Amazon web services, iCloud

Languages and Compilers: C, C++, C#, VB.NET, JAVA, HTML5, PowerShell 
Developer Tools such as Visual Studio, Unity, Eclipse

Secondary Skill    
• 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.
• Operate in a 24 X 7 Technical support, this includes shift work and weekends
• 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