RESPONSIBILITIES:
The Support Escalation Engineer is responsible for support delivery, working with customers to resolve, complex technical customer issues on the Cloud Platform. In addition, the Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-Premises); identifying required tools, cloud access, training, proc esses or capabilities for support to assess issues in less than 15 minutes. Need to closely collaborate with engineering, operations and CSS engineers.
The Support Escalation Engineer is a critical role in the implementation of Cloud support capabilities which includes working with the Engineering Group and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Technical Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific support teams for customer incident resolution when required.
Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future support capabilities in the cloud.
QUALIFICATIONS:
SOFT SKILLS
– Leadership - handle technically challenging and politically sensitive customer situations
– Strong communications skills - Excellent spoken and written English communication skills.
– Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
– Demonstrable troubleshooting skills
– Cross-team collaboration
– Logical and Critical thinking
– Passion for technology and customer support
– Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing.
TECHNICAL SKILLS
Deep knowledge in Windows and/or Linux Operating Systems and technical understanding of at lea st one of the following areas: Microsoft Azure Platform, Operating System/Virtualization, Networking, or Relational Database Design/Administration.
Windows OS
– MCSE certification preferred
– Advanced level knowledge of Windows administration and tuning concepts.
– Knowledge of LAN/WAN concepts, DNS, Active Directory, DHCP, Group Policy.
– Understanding of storage area networks and network attached storage environments.
Linux OS
– Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.
– Experience with Linux script-based development environments/tools (PERL, Python, Ruby, PhP, etc.)
– Experience administering Linux (boot process, file systems, network device and protocol configuration)
– LAMP (Linux, Apache, MySQL, PhP or Python)
– Chef/Puppet, Docker/Container
– Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
Cloud
– Cloud architecture and its components (Fabric, Compute, Storage)
– Knowledge of Microsoft Azure Platform services
– Azure Platform development and deployment concepts
– Familiarity with development: tools, language, process, methods, troubleshooting
Operating System/Virtualization
– Familiarity with LDAP, Security, OS Internals concepts
– Understanding of Virtualization concepts and virtual system administration
– Experience with Hyper-V, VMWare, Xen configuration and administration
– Cloud experience strongly preferred
Networking
– Familiarity with networking concepts including VIPs, NAT, DNS
– Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)
– Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
– Understanding of the OSI model and related concepts
Relational Database Design/Administration
– Database administration
– Familiarity with relational and document based database design methodologies
– Familiarity with BI data modeling and cube design concepts
EXPERIENCE
3 years of support or equivalent experience including a customer-facing or customer support role
GENERAL
Available to work critical cas es as needed on a 24x7 basis or through an on-call model.
Occasional domestic and international travel
EDUCATION/CERTIFICATION
B.S. degree in Computer Science or equivalent experience
Regards
Ramesh
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