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Job Title

Technical Support Engineer – PaaS

Department

Customer Support

Level

N/A

Location

Amman, Jordan

Role Description

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email, or the 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 the 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.

  • Responsible for the customer support experience with Microsoft
    • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams (e.g., swarming).
    • Identify cases that require escalation (either technically or strategically).
    • Create and maintain incident management requests for the product or engineering group.
    • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve the customer/engineer experience.
    • Provide ramp activities, knowledge sharing, technical coaching, and mentoring.
    • Drive technical collaboration and engagement outside of CSS (Product Engineering Teams, Services, Support/Regions)
    • Lead or participate in building communities with peer delivery roles; may be workload- or specialty-specific

The ability to meet Microsoft, customer, and/or government security screening requirements is required for this role. These requirements include, but are not limited to, the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of their criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation Request Form.

Required Skills

  • Familiarity with packet sniffers: Fiddler or Network Monitor/Message Analyzer
  • Experience with reading and writing code in any programming language (C++, C#, Java, etc.)
  • Cloud application development or support experiences with PaaS services (Redis Cache, Service Fabric, Service Bus, Event Hub, Cognitive Search, Blob Storage, Azure Resource Manager, API Management)
  • Excellent problem-solving and troubleshooting skills; an ability to use various data collection tools and methodologies to analyze problems, determine root causes, and develop solutions
  • Troubleshooting skills in web applications, networks, and DNS

Qualifications & Certificates

Qualifications and Certificates:

  • Fluent in English
  • Any other European language at a fluent level is a strong advantage.

“Nice to have” skills:

  • Azure certifications are a plus.