Join Microsoft's Customer Experience & Success (CE&S) organization, a global team dedicated to delivering exceptional customer experiences. Within CE&S, the Customer Service & Support (CSS) group builds trust and confidence by providing seamless support. Applications & Infrastructure, a key part of CSS, offers commercial customers timely technical expertise for their business-critical challenges and collaborates on cross-cloud solutions. The Azure Monitoring Enterprise (AME) team supports essential services like Azure Monitor, Log Analytics, and Azure Arc. As a Support Engineer on AME, you'll independently resolve complex technical issues for enterprise customers, enhancing your expertise in Azure monitoring and hybrid infrastructure while developing critical problem-solving and collaboration skills.

Take full ownership of customer technical issues from initial scoping through resolution, focusing on Azure Monitor, Log Analytics, monitoring agents, alerting, Azure Arc, and patch management. Investigate intricate problems using logs, telemetry, Kusto queries, performance data, and diagnostic tools, ensuring clear and timely customer communication. Collaborate effectively across teams, including swarming channels, triage forums, and product groups, escalating issues with well-documented findings. Handle critical situations and service incidents calmly, keeping customers informed and focused on service restoration. Develop deep technical proficiency in Azure monitoring products through training and hands-on experience. Contribute to team knowledge by creating troubleshooting guides and knowledge articles, and by sharing insights within team communities. Support the onboarding of new engineers through case reviews and peer coaching. Embrace AI-assisted support tools and innovative work methods to boost resolution speed and quality. Identify product defects, documentation gaps, and recurring customer pain points, providing actionable feedback to senior engineers and product groups. Propose improvements to support processes and tooling to enhance customer satisfaction and team efficiency.

A Bachelor's degree in Computer Science, Information Technology (IT), or a related field, combined with 3+ years of technical support, consulting, or IT experience is required. Alternatively, 5+ years of equivalent professional experience in these areas will be considered. Demonstrated experience in a customer-facing technical support role, including managing complex cases, is essential. A strong troubleshooting and problem-solving mindset, with proficiency in structured scoping and root-cause analysis, is necessary. A solid understanding of Windows and Linux operating systems, including services, logs, and performance analysis, is expected. Prior experience with Windows and Linux patching, including patch and security update management, is required. Strong knowledge of monitoring infrastructure, encompassing metrics, logs, agents, and alerting, is crucial. Experience with cloud-related events and alerts, along with a good understanding of Azure cloud concepts (subscriptions, resource management, identity, RBAC), is required. Basic knowledge of cloud and on-premises networking concepts (connectivity, DNS, proxies, firewalls) and conceptual knowledge of Windows Active Directory, security, and access control are also necessary. The ability to automate operating system tasks using PowerShell, Python, or similar scripting languages is a key requirement. Fluency in reading, writing, and speaking English is mandatory.