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 VERY CRITICAL:  Windows Azure support engineers (5-open positions) and Project Manager (1-position)

Location: Redmond, WA

Duration: 1 Year

Start: Asap

Role Title:  Professional Direct Support for Azure Escalation Agent (PaaS)

Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with partners, earning customer confidence, trust, and loyalty by improving the overall Customer and Partner Experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement. 

Professional Direct Support for Azure is a new Microsoft support offering targeted at mid-sized customers and ISVs to provide support and escalation expertise for Windows Azure and act as the customer’s advocate within support.

Responsibilities Summary:

1.       Help drive improved support CPE for customers using Windows Azure

2.       Conduct initial customer onboarding session to clarify how to get the most out of their ProDirect purchase, along with helpful Azure onboarding self-service resources

3.       Serve as the primary contact for ProDirect for Azure customers with reactive support escalations, providing local business hours escalation assistance, advocacy and support (US, UK, Canada)

4.       Help customers adopt the services by providing “lite advisory” support on migration, architecture, development, and deployment topics by answering simple “how to” questions and for more complex asks, pointing customers to the best self-service resources available online and when applicable, making partner referrals via Pinpoint.

5.       Identify incident trends (by customers) and help customers with root cause analysis of these trends as able based on required access to tools, reports and teams

6.       Administer the “Service Health Checkup” remote diagnostics tool, providing results to customers via a regular report (manual at launch, automated longer term)

7.       Provide customers with higher touch or more regular communications around service impacting events (exact communications TBD)

8.       Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met

9.       Work in collaboration with multiple Microsoft teams including Azure Support, Depth Queues, Operations, Engineering, and Commerce/Billingto drive resolution of escalated tickets

10.    Create and deliver new IP for ProDirect (i.e. webinars, tips & tricks, takeaways)

11.    Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft

12.    Listen to and communicate the voice of the customers within Microsoft

13.    Provide training and documentation feedback, updating role documentation as needed

QUALIFICATIONS:

SOFT SKILLS

·         Quickly develop trust and rapport with customers

·         Passion for technology and customer support

·         Exceptional customer service

·         Strong communications skills in spoken and written English

·         Effective, polished interaction with customer, Microsoft Support and Azure development teams at the appropriate technical depth

·         Ability to work independently

·         High proficiency levels in the following competencies:

·         Troubleshooting

·         Logical and Critical thinking

·         Analytical problem solving

·         Cross-team collaboration

·         Customer advocacy

TECHNICAL SKILLS (Required)

·         Understanding of cloud vs. on premise computing. Solid understanding of fundamentals of cloud computing.

·         Technical understanding of the Azure Platform and architecture

·         A strong knowledge of the Microsoft Windows platform

·         Familiarity with networking concepts including VIPs, NAT, DNS

·         .NET 3.0/3.5/4.0….

·         Visual Studio Languages (VB, C/C#/C++)

·         SQL Azure / SQL Server

·         Distributed application architecture

·         Application Lifecycle Management (ALM)

·         Service Oriented Architectures (SOA) etc.

TECHNICAL SKILLS (Preferred)

–      Familiarity with load balancing, geo-redundancy, CDN and VPN technologies preferred

–      Familiarity with Virtualization concepts and virtual system administration

–      Familiarity with Hyper-V configuration and administration

EXPERIENCE

·         1+ Years Azure Development or Azure Support

·         8+ Years information technology role experience

·         5+ Years Systems Development, Network Operations, or Customer Service

EDUCATION/CERTIFICATION

·         B.S. degree in Computer Science, MIS, business or equivalent

·         MCSE, MCPD, or MCAD preferred

LANGUAGE

·         Fluent in English