Support Escalation Engineer
Location: Hyderabad, Telangana, India
Job number: 605775
Profession: Services
Role type: Individual Contributor
Employment type: Full-Time
EXPERIENCE: 3 years of support or equivalent experience including a customer-facing or customer support role
EDUCATION/CERTIFICATION:
- B.S. degree in Computer Science or equivalent experience
- Kubernetes Administration Certification preferred
Azure Support is a strategic unit of Customer Support Services (CSS) responsible for the following:
1. The definition and implementation of the support services required to win in the cloud marketplace.
2. Resolving customer issues including complex technical scenarios integrating several cloud capabilities and scenarios supporting the service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture.
3. Provide critical product feedback to multiple Engineering Groups.
4. Lead the integration of CSS talent to resolve Azure Kubernetes Services issues as part of the Azure Support ecosystem.
5. Engaging with customers running heterogeneous operating systems (Linux, Windows) on Azure Infrastructure Services.
Achieve operational precision:
- Adhere to published queue or call back schedule and be available for different shifts, as necessary.
- Use appropriate documentation and utilization and / or labor tracking methods to account for time.
- Manage and prioritize your workload while keeping team members and management appropriately informed.
Qualifications:
SOFT SKILLS
- Leadership - handle technically challenging and politically sensitive customer situations
- Strong communications skills – Excellent spoken and written English communication skills
- Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
- Demonstrable troubleshooting skills
- Cross-team collaboration
- Logical and Critical thinking
- Passion for technology and customer support
- Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing.
- Strong English language skills
TECHNICAL SKILLS: Solid understanding of container technology and fluency in Kubernetes.
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 Security, OS Internals concepts
- Understanding ofvirtualization concepts and virtual system administration
- Cloud experience strongly preferred
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 tools such as NGINX.
3 Years 
Salary not disclosed 
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