Support Engineering - Developer Support

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 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.

Responsibilities

Job Description:

This is a Developer Support position supporting Microsoft’s developer customers. This position involves identifying and troubleshooting issues around development. It encompasses a range of on-prem and Cloud technologies. Developer Support Engineers are passionate about technology and helping others. This requires empathy, outstanding logic skills, excellent communication skills, the ability to think differently and a genuine desire to help people do their best.

Responsibilities:

Customer Issue Resolution & Responsiveness

Responsible for the technical support for Microsoft development related productsOwn, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teamsDrive the effective communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.Identify cases that require escalationCreate and maintain incident management requests to product group or engineering group

Training & Readiness

Develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.Provide ramp activities, knowledge sharing, technical coaching and mentoringDrive 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

Operation Excellence / Product Improvement

Manage your workload and prioritites, contributing to operational excellence and team managementIdentify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvementsParticipate in ad-hoc projects per management request or business need.

Qualifications

TECHNICAL SKILLS

Minimum 5-year experience with application developmentStrong understanding of programming application development and languages: C++/C#, .Net, Python, JavaTroubleshooting skills to investigate application problems with operating system knowledgeStrong problem solving with technical insights and analytical skills and excellent multi-tasking and organizational skillsAbility to learn new technology at a rapid pace

TECHNICAL SKILLS Preferred:

Knowledge and experiences of cloud services (Azure/AWS)Experience with any ALM tool such as Azure DevOpsExperience with Open Source technologies: Chatbot, Linux, Apache, Java, Node.js, PHP, or RubyExperience with Docker images and troubleshooting Docker

Soft Skills

Strong communications skills - Excellent communication skills to deal with developers and customer care teamsEffective, polished interaction with customer to gather informationDemonstrable troubleshooting skillsCross-team collaborationLogical and Critical thinkingPassion for technology and customer supportUnderstanding of cloud vs. on premise computing is preferred.

Language Qualification

Korean Language: fluent in reading, writing and speaking.English Language: confident in reading, writing and speaking.

EDUCATION/CERTIFICATION

Bachelor/master's degree in computer science or equivalent experience

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Key Skills

• Java
• C#
• .NET Framework