Support Escalation Engineer- Azure Rapid Response Apps Job in Spectrum Consultants India Pvt Ltd
Support Escalation Engineer- Azure Rapid Response Apps
Spectrum Consultants India Pvt Ltd
4+ weeks ago
- Hyderabad, Telangana
- Not Disclosed
- Permanent
Job Summary
Company is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 12,000 employees worldwide, the Organization s Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the companies end-to-end customer experience. This newly expanded organization reflects the ambition to be known as a customer experience company, ensuring mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Company has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support Escalation Engineers (SEE) serve as Senior technical leaders for customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.
Responsibilities
Your Responsibilities
Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Software Engineering
Responsible for the 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/engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ 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
Responsibilities
Your Responsibilities
Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Customers and/or Internal stakeholders
Responsible for the 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/engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ 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
Qualifications
Language Qualification
English Language: fluent in reading, writing and speaking.
Requirements:
Subject Matter Expert knowledge of one or more of the following domains:
VM/Network/AKS/Identity
System administration on OS (Windows, Linux) and networking
Identity and authentication, SSO/Federation, AD/Azure AD
Azure Core Platform (Compute, Storage, Networking)
Hands-on development/implementation experience on opensource software and microservice frameworks, especially Kubernetes
Project lifecycle management
Enterprise application/system implementation and maintenance experience is a plus
Preferences:
BS in computer science or engineering preferred
Foundation and background in products and technologies
Soft Skills:
Ability to understand the customers best interests in terms of problem impact
Ability and motivation to learn behaviors of unfamiliar components/technologies as needed
Ability to discovery, recognize and assess alternate solutions to a problem
Ability to drive discussions remotely with authority
Ability to work collaboratively
Good communications skills and the ability to present complex technical issues clearly and concisely to a general audience
Passion for technology, problem solving, and customer supportability
With over 12,000 employees worldwide, the Organization s Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the companies end-to-end customer experience. This newly expanded organization reflects the ambition to be known as a customer experience company, ensuring mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Company has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support Escalation Engineers (SEE) serve as Senior technical leaders for customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.
Responsibilities
Your Responsibilities
Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Software Engineering
Responsible for the 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/engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ 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
Responsibilities
Your Responsibilities
Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Customers and/or Internal stakeholders
Responsible for the 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/engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ 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
Qualifications
Language Qualification
English Language: fluent in reading, writing and speaking.
Requirements:
Subject Matter Expert knowledge of one or more of the following domains:
VM/Network/AKS/Identity
System administration on OS (Windows, Linux) and networking
Identity and authentication, SSO/Federation, AD/Azure AD
Azure Core Platform (Compute, Storage, Networking)
Hands-on development/implementation experience on opensource software and microservice frameworks, especially Kubernetes
Project lifecycle management
Enterprise application/system implementation and maintenance experience is a plus
Preferences:
BS in computer science or engineering preferred
Foundation and background in products and technologies
Soft Skills:
Ability to understand the customers best interests in terms of problem impact
Ability and motivation to learn behaviors of unfamiliar components/technologies as needed
Ability to discovery, recognize and assess alternate solutions to a problem
Ability to drive discussions remotely with authority
Ability to work collaboratively
Good communications skills and the ability to present complex technical issues clearly and concisely to a general audience
Passion for technology, problem solving, and customer supportability
Experience Required :
8 to 14 Years
Vacancy :
2 - 4 Hires
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