Technical Support Engineer - IT Operations

Job Description : - Ability to thrive in a strong team environment focused on providing a consistently high level of customer service in a challenging environment. - Resolve customer issues including complex scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture. - Provide critical product feedback to operations, Drive collaboration & engagement outside of ASMS (Product Engineering Own, troubleshoot and solve customer issues, using collaboration, troubleshooting best practices and transparency within and across teams. - Identify cases that require escalation (either technically or strategically) - Create and maintain incident management requests to product group/engineering group. - Write high quality case notes so we can support customers as a team, and customers do not need to repeat themselves. Ensure your colleagues can fully understand case progression without needing to ask the customer to repeat. - Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience. - Provide ramp activities, knowledge sharing, coaching, and mentoring. - Lead or participate in building communities with peer delivery roles; may be workload or specialty specific. - The opportunity to be part of the evolution of Microsoft Azure and cloud support services, to be constantly challenged as the platform expands to provide broader capabilities to customers, support customers using a service rather than on-premises Microsoft products, and to work in collaboration with multiple Microsoft teams (operations, business groups, product groups, and engineering.) Required Qualifications : - 5 years of experience in technical support or billing support role. - Bachelor's Degree in CS and 3 years technical support or billing support role.(No Call center) - Demonstrable troubleshooting skills and strong analytical, problem solving and decision-making skills. - Strong communications skills fluent in spoken and written English - Azure Fundamentals certification, familiarity with Azure and/or compete cloud products. - Knowledge of Excel: pivot tables, filters & look-up function. - Leadership - handling challenging and politically charged customer situations. - Ability to conduct effective, polished interactions with customers to gather information quickly & comprehend issues; explain customer responsibilities in resolving issues; communicate next steps and status; and inspire confidence. - Cross-team collaboration - Passion for technology and customer focus. (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 5/9/2025