Technical support response, diagnosis, resolution, and tracking via phone, email, and chat
Maintain response and resolution speed defined by SLO
Maintain high customer satisfaction and follow quality standards in 90% of cases
Use existing troubleshooting tools and techniques to identify the root cause of inquiries and provide root cause assessments for customers
Perform internal classification queries to document problem classes and preventive measures for further retrospective analysis
Reporting problems to the product engineering team, creating documentation, creating procedures, creating desired behavior and reproduction steps for complex product bugs, proposing solutions at the code level, and supporting engineers to guide bugs to resolution. Perform community management tasks necessary for business
Take cases involving customer-specific architectural design requirements and provide solutions specific to a specific product (or subset of product functionality)
Adhere to project timelines and create release deliverables
Participate in debugging design/code issues and identify root causes
Those with a degree in IT/computer science/related field and 4 or more years of support engineer experience (infrastructure experience) in the IT industry
Enterprise level product support experience
Knowledge of Azure IaaS services and Azure products or related cloud platform infrastructure services
Experience in troubleshooting and supporting Azure infrastructure services, including Azure Compute, Kubernetes Engine, other infrastructure components, and other environment builds
Object-oriented JavaScript and related frameworks, Typescript, HTML5, CSS frameworks
Basic experience with standard web servers and related frameworks
2+ years of basic experience in supporting RESTFULL Web APIs using Java and Python core frameworks
Experience with Unix/Linux platforms, command line, and shell scripting
Good understanding and coding experience of algorithms and data structures
Understand system design/scaling
Application testing experience
Understanding network protocols and troubleshooting
Prefered:
Familiar with Azure IaaS services and Azure products
Hands-on experience with other cloud services such as AWS, GCP, IBM soft layer, Rackspace, private cloud, etc
Azure Cloud certification is a plus
Native or N1, N2 Japanese, Business English with excellent written and verbal communication skills