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Job Title

Technical Support Engineer – Azure Event Management Support

Department

Customer Support

Level

Intermediate

Location

Amman, Jordan

Role Description

Azure Event Management (AEM) is a comprehensive Premier/Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, AEM provides a fast, reactive support experience if the customer does experience any problems.

Working hours:

  • 4 Days/10 Hours Jordan Time
  • Start time: 9 a.m.–8 p.m.–11 hrs. (break included).
  • Shift Sun-Wednesday.

Required Skills

  • Acts as the final point of escalation and resolution for advanced technical support for highly complex products, highly escalated issues pertaining to confidential security, highly technical issues, or network or system issues.
  • Provides advanced technical support to diverse audiences, including highly technical IT professionals, developers, architects, and executive management.
  • Own customer support experience, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g., swarming).
  • Help drive customer success and confidence in the Azure platform.
  • Provide best practice recommendations across the entirety of Azure resources based on customer solutions.
  • Articulate, written and spoken, recommendations to leadership and technical-level audiences.
  • Navigate complex, strategic, and high-profile customer event requirements and needs.

Qualifications & Certificates

  • English Language: fluent in reading, writing, and speaking
  • 3+ years’ experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment
  • 3+ years of technical customer support experience or software development experience
  • 3+ years of technical experience in three or more of the following
  • Cloud application development or support experiences with PaaS services (Redis Cache, Service Fabric, Service Bus, Event Hub, Cloud Service, IoT Suite, Azure Batch, Mobile Apps, etc.)
  • An ability to use various data collection tools and methodologies to analyze problems, determine root causes, and develop solutions

 

“Nice to have” skills

  • A BS in computer science or engineering is preferred.
  • Solid foundation and background in Microsoft products and technologies
  • Troubleshooting skills in network and DNS
  • Familiar with packet sniffers: Fiddler or Network Monitor/Message Analyzer