Propaganda



Technical Support Engineer, São Paulo

Última atualização 2024-07-17
Expira 2024-08-17
ID #2222878360
Free
Technical Support Engineer, São Paulo
Brazil, São Paulo, São Paulo,
Modificado July 3, 2024

Descrição

Overview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency. This role is flexible in that you can work up to 100% from home. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Qualifications Required/Minimum Qualifications5+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience. Fluency to read, write and speak English. Development experience with operating systems such as Windows, Linux (knowledge of core Operating Systems (OS) concepts – processes, threads, memory management, etc.)Knowledge of Object-Oriented Programming (OOP) concepts and experience with languages such as C#, C++, VB. NET, XML, COM, ATL, MFC,. NET Framework and. NET Core development platform. Additional or Preferred Qualifications Microsoft Technology Certifications. Familiarity with developer tools such as Visual Studio. Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging. Problem solving and troubleshooting skills, ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions. Experience with troubleshooting tools (Process Monitor, Process Explorer, Win Dbg, etc.) and debugging experience. Familiarity with Structured Query Language (SQL) server development and design. Responsibilities Response and Resolution Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future. Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues. Readiness Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics. Product/Process Improvement Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements. Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes. Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness. Translates feedback and creates processes and workflows for case resolution. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. Business Integration Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy. Other Embody our and Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. Industry leading healthcare Educational resources Discounts on products and services Savings and investments Maternity and paternity leave Generous time away Giving programs Opportunities to network and connect

Detalhes do trabalho

Tipo de emprego: Tempo total
Tipo de contrato: Permanente
Tipo de salário: Por mês
Ocupação: Technical support engineer

⇐ Trabalho anterior

Próximo trabalho ⇒     

 

Entre em contato com o empregador

    Informação do empregador

    Pesquisa rápida:

    Localização

    Digite cidade ou região

    Palavra-chave


    Propaganda