Support Engineer - Azure Browsers

Support Engineer Azure Browsers

Location: Bellevue, WA (Onsite)

Hire Type: Full-Time

Support Engineers (SE) serve as frontline technical resources for customers and partners via phone, email, or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

Scope a customer s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.

Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.

Act internally as a customer advocate.

Empower customers to find information, self-solve when they decide to, and learn more about products, services and support.

Advise customers on how to gain additional value from their products.

Document your technical work and research to help your colleagues, improve the product, and improve the support experience.

Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

Required Qualifications

2+ years in a customer facing service role in any capacity.

English Language: fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams)

Preferred Qualifications

2+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education

Bilingual preferred though not required: Spanish, French, German, Italian, Portuguese, Chinese, Korean, Japanese

Technical Acumen

We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with effort and persistence.

Technical Expertise (Required in one or more of each area)

Experience with administering client devices including policy management, networking, and software troubleshooting.

Hands on troubleshooting and development experiences on the modern browsers: eg, Internet Explorer, Edge Chromium, Google Chrome, Firefox, etc, be aware of their differences and unique features.

Knowledge on the frontend webapp programming and debugging: HTML, JavaScript, and CSS.

Good understanding of the standard networking protocols: FTP, TCP/IP, DNS, DHCP, SSL.

Excellent problem solving and troubleshooting skills, with the ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.

Experience with

Leveraging the various troubleshooting & debugging tools (E.g. Process Monitor, Process Explorer, Fiddler, Network Monitor, WireShark, windbg, etc.) to diagnose and address the complex issues.

Excellent communication to have comfortable conversations with the customers: create clarity, make yourself understood, avoid the confusions and be confident under the pressure.

Basic understanding of Web servers like IIS, wrt configuration, deployment, etc. is a definite plus.

Good understanding of the concepts of Operating Systems and networking is required.

Development experience is beneficial but not required:

Two or more years in software development, consulting or support with a strong emphasis on Client, Server and Development products and technologies.

MCP Certified in at least one of the Programming Technologies.