Support Engineer
MicrosoftTaibeiUpdate time: September 24,2019
Job Description
Job Description:
This is a Developer Support position supporting Microsoft’s developer customers. This position involves frequent coding and debugging/troubleshooting. It encompasses a range of on-prem and Cloud technologies. Developer Support Engineers are passionate about technology and helping others. They must be highly observant and skilled in detection in order to identify and resolve issues. 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
- Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
- Technical support to Microsoft Enterprise Premier Customers across the APGC region.
- Resolve critical issues of Microsoft Development related products (.Net, C++ etc.)
- Represent Microsoft and achieve high customer satisfaction.
- Use trace, protocol analysis, and other sophisticated tools to analyze problems.
- Act as the second-tier support to take the escalation and solve the customer issue from subsidiary.
Effective Communication & Collaboration
- Identify the right resource to collaborate with for tough & political hot problem.
- Collaborate with cross-group peers both proactively and reactively.
- Produce quality documentation and share with the appropriate team members and tech lead as appropriate.
Training & Readiness
- Identify current knowledge deficiencies/training needs, as well as potential future needs.
- Make effective technical presentations, both internal and external.
- Provide documentation and mentoring to others within your technical specialty.
- Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.
Operational Precision
- Adhere to published queue or call back schedule and be available for on-call duty, as necessary.
- Use appropriate documentation and utilization and / or labor tracking methods to account for time.
- Manage and prioritize your workload while keeping team members and management appropriately informed.
- Participate in ad-hoc projects per management request or business need.
Qualifications
SOFT SKILLS
- Strong communications skills - Excellent communication skills to deal with developers and customer care teams
- Effective, polished interaction with customer to gather information
- Demonstrable troubleshooting skills
- Cross-team collaboration
- Logical and Critical thinking
- Passion for technology and customer support
- Understanding of cloud vs. on premise computing is preferred.
TECHNICAL SKILLS
- Knowledge of one or two of the following domains: programming language, Operating System, Cloud
- Programming language: Familiar with C++/C#, VB.net, .net, SDK, ASP.Net, IIS, Com+
- Knowledge of open source technology will be a plus, like Java, PHP, Node.js
GENERAL
- Occasional domestic and international travel
EDUCATION/CERTIFICATION
- B.S. degree in Computer Science or equivalent experience
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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