Customer Support Engineer

Title: Customer Support Engineer(Support role) Location: Hyderabad Responsibilities
The Support Engineer (SE) is a critical role in the resolution of complex support incidents related to supporting customer use of the Microsoft Azure platform.
A commerce Support Engineer is knowledgeable in Microsoft Azure services, technologies, offerings and the Azure billing platform. The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone and email; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Microsoft Azure architecture and offerings to provide customer resolution and proactive customer recommendations; has excellent communication skills and is fluent in English; writes excellnt case documentation; and is able to handle challenging and politically-sensitive customer situations.
SOFT SKILLS
• 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
• Excellent spoken and written English communication skills
• Demonstrable troubleshooting skills
• Cross-team collaboration
• Logical and critical thinking
• Passion for technology and Customer Support
• Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.
TECHNICAL SKILLS
• Technical aptitude to develop an understanding of the Microsoft Azure Platform and architecture.
• 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, credit card transactions).