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Job Title

Technical Support Engineering – Azure Spark

Department

Customer Support

Level

Intermediate

Location

Amman, Jordan

Role Description

The Spark and HDI Customer Support team at Microsoft is a group of dedicated, technology-oriented, customer-obsessed professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction through a connected customer experience.

As a technical support engineer, you 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 outstanding technical support to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and 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 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.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

  • Ownership of the Customer Support Experience: Champion the customer’s support journey with Microsoft by providing timely, accurate, and effective solutions for their issues. Working closely with a broad range of global customers, including a significant portion of Fortune 500 companies.

  • Resolution of High-Impact Technical Challenges: Address and resolve the most technically challenging and critical problems for our customers and partners, making a significant impact on their experience with Azure’s products and services.

  • Multi-Channel Customer Communication: Resourcefully and empathically engage with Microsoft customers through various channels, including telephone, email, and public and private forums, ensuring their concerns are heard, understood, and addressed.
  • Customer Advocacy: Identify and report software bugs and customer suggestions, acting as the voice of the customer within our organization and helping to shape Microsoft’s customer support strategy.

  • Product Improvement Liaison: Act as a bridge to our internal development organizations, advocating for product enhancements that can alleviate customer pain points and improve their overall experience with our products.

Required Skills

  • Demonstrated the ability to conduct thorough troubleshooting and debugging and to solve complex problems. Track record in technical support or a similar customer-facing role within the technology sector.
  • Thriving in a fast-paced, high-volume environment You are very resourceful and great at prioritizing multiple demands, knowing when and how to prioritize tasks.
  • Communication and senior stakeholder engagement skills are underpinned by an ability to communicate technical concepts to non-technical, senior business users with ease.
  • Experience with big data technologies: Spark, Databricks, and HDI
  • Basic network troubleshooting skills
  • Any experience with Azure is preferred.
  • Team-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend work.
  • Bachelor’s degree in computer science, information technology (IT), or related field and 3+ years of technical support, technical consulting experience, or information technology experience

Qualifications & Certificates

  • Required or minimum qualifications (RQs or MQs)
  • Language Qualifications
  • English Language: confident in reading, writing, and speaking
  • Additional Latin languages like French, Spanish, and Italian are a plus.