Support Engineer (Multiple Positions)

Description:

Launch is looking for Support Engineer (Microsoft project) to provide enterprise-level assistance
to our premium customers who has rich experience in resolving customer issues including
complex technical scenarios integrating several cloud capabilities (Windows Azure, SQL Azure,
AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage
management, subscription management, correlation of usage and charges, and cost efficient
solution architecture.

Responsibilities:

• Support Engineer is responsible for the resolution of complex support incidents, issues
related to the customer under the Microsoft Azure platform
• Resolve difficult customer issues by working directly with customers either via phone,
email or chat and escalate issues quickly when deep, specific skills or other capabilities
are required.
• Provide proactive recommendations to Enterprise customers about Microsoft Azure
offerings.
• Be accountable to global customers on ensuring right traction is been provided and
subject matter experts are engaged quickly.
• Write excellent case documentation and Provide critical product feedback to operations,
business groups and product groups.
• Refer to internal database or external resources to provide accurate technical solutions.
• Follow up with customers to ensure their services are fully functional after
troubleshooting.

Required Skills:

• Technical understanding of commerce platform concepts and procedures including

online services, Order to Cash operations and general billing and commerce systems
processes (e.g., invoicing, and billing transactions).
• Technical aptitude to develop an understanding of the Microsoft Azure Platform and
architecture.
• Effective, polished interaction with customer to gather information quickly; explain
customer responsibilities in resolving issue; communicate next steps and status; and
inspire confidence.
• Handle challenging and politically sensitive customer situations, including the
appropriate use of all available resources, communicate effectively with Support teams
on complex issues.
 • Professional written, verbal and interpersonal skills are essential when communicating
with customers and clients.
• Demonstrable troubleshooting skills - Diagnose and troubleshoot technical
issues(related to billing queue)
• Ability to provide step-by-step technical help, both written and verbal.
• Cross-team collaboration / Logical and critical thinking.
• Passion for technology and customer support .
• Experience in ITSM ticketing tools like ServiceNow, Remedy, etc would be an advantage.
• Understanding of cloud vs. on premise computing. Familiarity with fundamentals of
cloud computing is a must.

Good to have:

• ITIL foundation certificate

• MCSE, CCNA, or relevant industry certifications

EXPERIENCE:

• Overall 7+ years of experience as a Technical Support Engineer or similar role

• At least 3 years of Technical Support experience including experience in a customer
facing or customer technical support role.

Keywords:

MCSE, CompTIA
ITIL / ITSM
E-Commerce, Billing
Technical Support Engineer
Incident Manager
Problem Manager
Customer Support
Azure Subscription Management
Cloud Support Engineer