Sr Support Escal Eng

1 month ago

Wuxi, China Microsoft Full time

Overview

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.


This role is flexible in that you can work up to 50% from home.


Microsoft’s mission is to empower every person and every organization on the planet to achieve more. 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.

Qualifications

Qualifications:

English Language: confident in reading, writing, and speaking.

Business Management and Technical Support related job experiences.

Technical Skills

Knowledge in one of the following areas in Public Cloud (IaaS, PaaS or Data & AI):

1) IaaS:

Knowledge of at least one of the following domains:
Public Cloud architecture and its components (ie. Azure Fabric, Compute, Storage)
Operating System & Networking

2) PaaS

Development experience with one or more languages or frameworks: .NET Core, ASP.NET, Java, Node, Python, PHP and Ruby, WordPress and etc.
Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
OSS (PHP, Python, Node JS, Docker, Linux, CI/CD) or implementation experience.

3) Data & AI

Primary responsibilities and knowledge requirements include a thorough understanding of one or more of the following products/technologies:

Big Data technology like Hadoop/Spark/Databricks/HBase/Kafka, etc.
Relational Database Management Systems like SQL Server, MySQL, PostgreSQL, etc.
Microsoft Business Intelligence products like Power BI, Analysis Service, etc.
MongoDB, Data warehouse, ETL is a big plus.
Expertise in Java, C#, Python is also a big plus.

Required/Minimum Qualifications


10+ years technical support, technical consulting experience, or information technology experience
OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 8+ years technical support, technical consulting experience, or information technology experience.
• Good understanding of Cloud Technologies and market competition environments
• Experiences working in a global organization environment
• Experiences and knowledgeable in driving global process improvement or managing global projects
• Experiences in working with senior leaders as advisor and provide consultations to senior leader with global responsibilities
• Experiences in working with engineering group to drive better customer support experience

Additional or Preferred Qualifications
• Microsoft Technology Certifications

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Responsibilities

Responsibilities
• Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering 
• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions) 
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

  • Sr Applications Engineer

    2 months ago

    Wuxi, China Johnson Controls Full time

    What you will do: You will take responsibility for pre-sales support by existed experienced knowledge on  chiller and HVAC system . The major area is Johnson Controls global Data Center industrial. We hope you perform a full range of field commercial and technical support functions in basis of local FTYs offering capabilities, to support local and...

  • (Sr.)Logistics Project Engineer/（高级）物流项目工程师_PS_RBCW

    2 months ago

    Wuxi, China Bosch Full time

    Job Description Ensure new project launch and change managements in plant and ensure the qualified outputs to other functions, the outputs should be updated timely and regularly cross-check Ensure new project smooth lauch,inculde material planning and physical material operation Optimize and contiunely improve project supply chain in running project...

  • (Sr.)Logistics Project Engineer/（高级）物流项目工程师_PS_RBCW

    4 weeks ago

    Wuxi, China Bosch Full time

    Job Description Ensure new project launch and change managements in plant and ensure the qualified outputs to other functions, the outputs should be updated timely and regularly cross-check Ensure new project smooth lauch,inculde material planning and physical material operation Optimize and contiunely improve project supply chain in running project...

  • CS Technical Support Engineer

    1 month ago

    Wuxi, China ASML Full time

    Key Responsibility Responsible for all BOT/TOP related issues on XT and NXT platform Develop and implement solutions for technical problems escalated from 1st line team or by customer  Deliver technical solution to improve system performance upon internal and external requests On-site support when necessary, e.g. hands-on actions Communicate...

  • CS Technical Support Engineer

    4 weeks ago

    Wuxi, China ASML Full time

    Key Responsibility Responsible for all BOT/TOP related issues on XT and NXT platform Develop and implement solutions for technical problems escalated from 1st line team or by customer  Deliver technical solution to improve system performance upon internal and external requests On-site support when necessary, e.g. hands-on actions Communicate...

  • Support Engineer- Security

    2 weeks ago

    Wuxi, Jiangsu, China Microsoft Full time

    Overview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services,...

  • Support Engineer- Security

    4 weeks ago

    Wuxi, China Microsoft Full time

    Overview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and...

  • AGS CSG

    2 months ago

    Wuxi, China Applied Materials Full time

    Key Responsibilities CSG (Common Solutions Group) Technical Support Engineer (TSE) This Requisition lists a Primary Location, but candidates from most Global Locations will be considered Travel Support Percentage 25% but could be higher The AGS Technical Support Engineering organization provides advanced remote and onsite technical support to Global...

  • Logistics Project Engineer/(高级)物流项目工程师_PS_RBCW

    2 weeks ago

    Wuxi, Jiangsu, China Bosch Group Full time

    Job DescriptionEnsure new project launch and change managements in plant and ensure the qualified outputs to other functions, the outputs should be updated timely and regularly cross-checkEnsure new project smooth lauch,inculde material planning and physical material operationOptimize and contiunely improve project supply chain in running project (package,...

  • Field Quality Engineer

    1 month ago

    Wuxi, China Verify, Inc Full time

    Overview Industry: Aerospace/Defense Position: Field Quaity Engineer Location: Primary Remote 80% of the time. Potential travel may occur within regional area. Duration: 1 year Frequency: Full-time Pay Range: $35/hr - $37/hr Duties: First Article Inspection Reports (FAIR) Using the First Article Inspection process, IAW customer procedures. ...

  • Field Quality Engineer

    4 weeks ago

    Wuxi, China Verify, Inc Full time

    Overview Industry: Aerospace/Defense Position: Field Quaity Engineer Location: Primary Remote 80% of the time. Potential travel may occur within regional area. Duration: 1 year Frequency: Full-time Pay Range: $35/hr - $37/hr Duties: First Article Inspection Reports (FAIR) Using the First Article Inspection process, IAW customer procedures. ...

  • Senior S&OP Analyst

    2 weeks ago

    Wuxi, Jiangsu, China Littelfuse Full time

    Littelfuse is one of America's Best Mid-Sized Companies (Forbes) and has been named one of the Best Places to Work in Illinois (Best Companies Group) for 11 consecutive years. With its global headquarters in Chicago, Illinois, USA, Littelfuse is a leading, global manufacturer of electronic components serving more than 100,000 end customers across industrial,...

  • Senior S&OP Analyst

    2 weeks ago

    Wuxi, China Littelfuse Full time

    Littelfuse is one of America’s Best Mid-Sized Companies (Forbes) and has been named one of the Best Places to Work in Illinois (Best Companies Group) for 11 consecutive years. With its global headquarters in Chicago, Illinois, USA, Littelfuse is a leading, global manufacturer of electronic components serving more than 100,000 end customers across...

  • Sr Engineer

    1 month ago

    Wuxi, China Qualcomm Full time

    Company: Qualcomm China Job Area: Engineering Group, Engineering Group > Manufacturing Engineering General Summary: Work with cross functional teams (IT, Engineering) on prototype phrase (UATs); Work with Project Engineers to compile and review release system with data and execute post-release action items Provide control and validated...

  • Sr Engineer

    2 weeks ago

    Wuxi, Jiangsu, China Qualcomm Full time

    Company: Qualcomm China Job Area: Engineering Group, Engineering Group > Manufacturing Engineering General Summary: Work with cross functional teams (IT, Engineering) on prototype phrase (UATs); Work with Project Engineers to compile and review release system with data and execute post-release action items Provide control and validated...

  • Quote Analyst 5

    3 days ago

    Wuxi, China Sanmina Full time

    Job Description Quote Analyst - Sr. 工作内容: 1/ 审核客户的设计，图纸及生产要求,特别是重点客户。 Review the customer's design, drawing and production requirements, especially key customers. 2/ 列出工程信息清单和进行排版，提交给报价中心。 List the engineering information PCB panelization, submit to the...

  • Customer Engineer II-VSE-C2

    2 months ago

    Wuxi, China Applied Materials Full time

    Key Responsibilities: Performs all standard service activities through Tier I unassisted.Performs standard Tier II with assistance.Able to perform routine preventative maintenance within established timeframes.Completes quality repairs. Responds to fab issues by communicating with other engineers and participating in escalation conference calls.Verifies...

  • Senior Engineer, SBU New Product and Outsourced Quality

    1 month ago

    Wuxi, China Littelfuse Full time

    Littelfuse is one of America’s Best Mid-Sized Companies (Forbes) and has been named one of the Best Places to Work in Illinois (Best Companies Group) for 11 consecutive years. With its global headquarters in Chicago, Illinois, USA, Littelfuse is a leading, global manufacturer of electronic components serving more than 100,000 end customers across...

  • Senior Engineer, SBU New Product and Outsourced Quality

    2 weeks ago

    Wuxi, Jiangsu, China Littelfuse Full time

    Littelfuse is one of America's Best Mid-Sized Companies (Forbes) and has been named one of the Best Places to Work in Illinois (Best Companies Group) for 11 consecutive years. With its global headquarters in Chicago, Illinois, USA, Littelfuse is a leading, global manufacturer of electronic components serving more than 100,000 end customers across industrial,...

  • Senior Engineer, SBU New Product and Outsourced Quality

    4 weeks ago

    Wuxi, China Littelfuse Full time

    Littelfuse is one of America’s Best Mid-Sized Companies (Forbes) and has been named one of the Best Places to Work in Illinois (Best Companies Group) for 11 consecutive years. With its global headquarters in Chicago, Illinois, USA, Littelfuse is a leading, global manufacturer of electronic components serving more than 100,000 end customers across...