AKS Support Engineer

Job Description

Support Engineers (SE) serve as frontline technical resources for Microsoft premier, unified, and Azure Rapid Response customers and partners via phone, email, chat 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 an 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. As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team.

Responsibilities

Responsibilities

Response and Resolution

* Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

* Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.

* Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

* Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Readiness

* Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.

Product/Process Improvement

* Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.

* Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.

* Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.

* Translates feedback and creates processes and workflows for case resolution.

* Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Business Integration

* Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

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Skills and Requirements

* 2+ years of container technology and fluency in Kubernetes.

o Linux OSS

Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)

Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, Jenkins, etc.)

Experience administering Linux (boot process, file systems, network device and protocol configuration)

Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP

* Operating System/Virtualization

Familiarity with Security, OS Internals concepts

Understanding of Virtualization concepts and virtual system administration

* Networking

Understanding of container specific networking such as CNI

Familiarity with DHCP, VIPs, NAT, DNS

Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, etc.)

Understanding of load balancing and familiarity with relevant components such NGINX, Application Gateways, and NVA's

* 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 - Experience with Azure Open RedHat (ARO), Azure Container Registry (ACR), or Azure Kubernetes Service (AKS)

* BS in computer science or engineering preferred

* Kubernetes Administration Certification preferred null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.