About the job Cloud Identity Support Engineer

Responsibilities

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  Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
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  Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
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  Act internally as a customer advocate.
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  Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
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  Advise customers on how to gain additional value from their Microsoft products.
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  Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
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  Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
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  Be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners.
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  Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues.
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  Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
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  Document your technical work and research in detailed and comprehensive manner.
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  Prioritize your work to accomplish the most important and urgent requests first.
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  Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Qualifications

Required:

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  3 + years of experience in product support, technical software support, systems development, network operations, IT admin or IT consulting

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  Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA
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  Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
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  Degree in Computer Science, or equivalent in work experience
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  This position will require you to work a rotational On-Call schedule, evenings and weekends shifts and possibly holidays if needed. Your shift can vary according to business needs. Examples: Monday to Friday, any working hours from 6am to 8pm Central Time, or weekend coverage depending upon business needs. Please note that shifts might change according to business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.

Technical Knowledge

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  2+ years web application development and debugging (preferred languages: C#, Java, JavaScript, AngularJS, jQuery, C++)
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  2+ years of experience in application development, software support or I.T. consulting, with experience in two of the following technologies:
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    Azure Active Directory
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    Active Directory Federation Services (ADFS) ? or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc.)
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    Identity and Access Management
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    Cloud Application Management and configuration
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    Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.
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    Module-View-Controller (MVC) architecture and MVC Development
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    Experience with client-side OAuth protocol libraries such as Azure Active Directory Authentication Library (ADAL), Microsoft Authentication Library (MSAL) in any one of their released programming languages and server-side OAuth protocol libraries such OWIN, OpenID Connect or Katana is preferred.
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    Other specialty product knowledge may be required as well in Identity Authorization and Authentication

Preferred:

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  Experience in one or more of these areas desirable
  Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting
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  OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies.
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  Bilingual (Preferred not required: Spanish, Portuguese )
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  Strong Communication Skills - Spoken and written English (including technical writing)

Job Location