Technical Support Engineering

Support Engineers (SE) serve as Senior technical leaders for customers, via phone and email. Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering Own, troubleshoot, and solve customer technical 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 Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions) Lead or participate in building communities with peer delivery roles o Problem isolation and solving techniques. o Ability to navigate highly complex technical and political issues requiring expert product or service knowledge. o Act as a subject matter expert regarding product / configuration. o Ability to leverage troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. o Strong collaborator across the business, including our Development Teams. o Ability to receive feedback and recognize areas of improvement. o Keeps stakeholders informed to ensure customer success. o Demonstrates ability to consistently make and keep commitments to customers and team members. o Effective time management by utilizing available time to progress current cases forward. o Proactively looking for opportunities to contribute to the success of the team. o Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved. 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. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience English Language: fluent in reading, writing and speaking. Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies Hands on Experience on Teams Admin Center and M365 Admin Center Experience in Office 365 Authentication and voice offerings Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools Certified in MS700, MS720 This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *