Support Engineer

• Customer Support or Software Development experience in three or more of the following: Azure App Services, Azure Functions, Azure Web Apps or Docker, Web App troubleshooting on Linux, Windows IIS.
• Application development and debugging experience with one or more languages or frameworks: .NET Core, ASP.NET, Java, Node, Python, PHP and Ruby, WordPress, Joomla and Drupal a plus.
• Knowledge of HTML and CSS.
• Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging.
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

Experience in one or more of these areas desirable

• Deep experience with Open Source Web technologies, troubleshooting and developing with Linux, NGNIX, Apache, Java, Node, Python, PHP and Ruby
• Experience with customer Docker images and troubleshooting Docker
• Troubleshooting skills in Network and DNS
• Familiar with packet sniffers: Fiddler or Network Monitor, Message Analyzer

Responsibilities

• Responsible for the customer support experience with Microsoft
• 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