Standard Job Title: Support Engineer
Job Category: Customer Service & Support
Product: Azure Monitoring
Role Name: Support Engineer
Responsibilities:
Customer Issue Resolution & Responsiveness
a. Drive the communication with the customer to ensure the customer has confidence on problem
b. Define and understand the customer issue by creating the adequate reproduction scenarios.
c. Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from
customer on problem resolving.
Effective Communication & Collaboration
a. Identify the right resource to collaborate with for tough & political hot problem.
b. Collaborate with cross-group peers both proactively and reactively.
c. Produce quality documentation and share with the appropriate team members and tech lead as appropriate
a. Identify current knowledge deficiencies/training needs, as well as potential future needs
b. Act as a subject matter expert (SME) to build readiness content and develop training (in applicable
c. Make effective technical presentations, both internal and external.
d. Provide documentation and mentoring to others within your technical specialty.
e. Work with your manager, as appropriate to assess your own core competencies and identify current
deficiencies /training needs, as well as potential future needs.
f. Implement your development plan, actively seek development opportunities, and complete all
g. Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career
a. Adhere to published queue or call back schedule and be available for on-call duty, as necessary
b. Use appropriate documentation and utilization and / or labor tracking methods to account for time.
c. Manage and prioritize your workload while keeping team members and management appropriately
d. Participate in ad-hoc projects per management request or business need
Candidates’ skills: