Job Description

Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, leveraging troubleshooting tools and practices. Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness. As an Azure Support Engineer, you will: Own, troubleshoot, and resolve complex customer technical issues on the Azure platform. Deliver consistent, high-quality support experiences aligned with CPE (Customer and Partner Experience) goals and response time SLAs. Analyze, diagnose, and resolve issues involving infrastructure, networking, virtualization, identity, and platform services. Collaborate across teams (Product Group, Engineering, CSS, Field, etc.) and swarm effectively on critical cases. Create, manage, and escalate incident and problem management requests as needed. Identify process, tooling, or training gaps and propose improvements for better issue resolution. Support readiness efforts by engaging with internal training programs, mentoring, and contributing to knowledge-sharing. Participate in or lead community-building efforts around specific technologies or workloads. Contribute to automation, self-help content, and case deflection initiatives. 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 o OR 3+ years of technical support, technical consulting experience, or information technology experience English Language: fluent in reading, writing and speaking. Required: Excellent written and verbal communication skills in English. Strong understanding of TCP/IP protocols and the OSI model. Familiarity with tools such as Wireshark, Network Monitor, or Message Analyzer. Awareness of Public, Private, and Hybrid Cloud models. Understanding of Virtualization and Software-Defined Networking (SDN) technologies. Understanding of protocols and services such as VPN, IPsec, DHCP, DNS, HTTP/S, MPLS, BGP, Layer 2/3, etc. Knowledge of Proxy, Firewall configurations, and security principles. Hands-on knowledge of Azure Platform services (e.g., VM, VNet, NSG, Load Balancer, VPN). Familiarity with deployment and support of cloud-native applications and Azure DevOps pipelines. Prior experience in technical support or consulting roles in enterprise environments. Certifications such as AZ-104, AZ-700, AZ-305, or equivalent Success [KC1.1]Criteria Time to resolution and case escalations

Skills Required