Support Engineer (Azure Subscription Management)
Microsoft
Tokyo, Tokyo-to, Japan
5 日前

Azure Support is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure.

Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.

  • The definition and implementation of the support services required to win in the cloud market place.
  • Resolving customer issues including service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture.
  • Lead the integration of CSS talent to manage outsourcing partners and drive their performance including CPE and productivity.
  • Provide critical product feedback to multiple engineering group, operations and BGs
  • The opportunity for you is to be part of the evolution of 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-

    premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of CSS and the PG (Operations, STB BGs and PGs, commerce platform engineering team, etc.)

    Responsibilities

    The Support Engineer for Azure Subscription Management Support is primarily responsible for providing technical expertise to support Azure Billing and subscription, and managing outsource vendors.

  • Solve complex incidents and critical issues in billing and subscription perspectives with collaborating with and escalating to other technical teams.
  • Provide the most effective customer support with demonstrable troubleshooting skills via email and phone in potentially stressful conditions at all levels of management among customers, Partners and Microsoft.
  • Manage outsourcing partners to achieve our target scores (customer satisfaction, time to resolution etc.) with accurate measurement based on data analysis.
  • Be a technical resource for the team, with coaching and mentoring outsource engineers in troubleshooting and effective customer interaction.
  • Establish a reputation within the Azure community through contributions to blogs.
  • Maintain skills through completion of ongoing readiness and Platform training as required.
  • Working hours : 9 : 00 17 : 30 on Mon. Fri. and 24x7 shift to work critical cases as needed

    SOFT SKILLS

    Leadership - handle challenging and politically-charged customer situations

    Strong communications 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 premise computing. Familiarity with fundamentals of cloud computing.

    TECHNICAL SKILLS :

    Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.

    g., invoicing, credit card transactions).

    Technical aptitude sufficient to develop an understanding of the Azure Platform and architecture

    Skills / Experience

    Above 3 years of support or equivalent experience including a customer facing or customer support roles. Or at least 5 years work experience in IT industry.

    Excellent communications skills and proficiency both in written and spoken Japanese and English

    EDUCATION / CERTIFICATION

    B.S. degree in Computer Science, MIS, business or equivalent MCSE, MCPD, or MCAD

    Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

    We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

    Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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