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
• Responsible for the complete customer support experience 
• 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 Customer Service & Support (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Primary Skill
• English Language: fluent in reading, writing, and speaking
• Technical skills and hands on experience in 2 or more of the following areas: Active Directory, ADFS, SSO configuration, Azure Identity protection, Conditional Access, Identity Management, O365 Identity, Azure MFA
• Technical experience and knowledge working in Azure technical support or equivalent technology
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
• Experience in one or more of these areas desirable
• Experience with Azure AD
• Ability to work non-standard hours, weekends and public holidays if required

Secondary Skill
• 2+ years prior product, technical support customer facing experience
• Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting
• OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies