Software Support Engineer L2

We’re seeking a customer-oriented Technical Support Engineer Stage 2 to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.

A career in tech. Work with the biggest and best names in technology. 

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Your Role and Responsibilities:

The Azure Platform Technical Support (APTS) team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure. You’ll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose and deliver guidance on resolving their issue
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

Required Technical and Professional Expertise:

• 6 – 12 months of Customer Service or Technical Support experience OR equivalent experience with technology, ideally within MS Software Environments
• Good understanding/knowledge of ANY of the following core technologies: OS, DB, Basic Networking (IP, DNS), Cloud, Active Directory
• Strong research, problem-solving, troubleshooting, and analytical skills
• Proficiency in written, read, and spoken English (B2 or above)
• Excellent communication skills (listening to understand, positivity and openness, effectiveness)
• Customer Service Mindset/Customer Focus
• Strong collaborative skills and a team player mentality are required
• Passion for Technology and Learning
• Excellent multitasking and organizational skills

Nice to Have Technical and Professional Expertise:

• Degree in Customer Science, Mathematics, or IT related field
• Certified MCSA
• Network technology certification (CCNA)
• Knowledge in Microsoft Exchange, SQL Server, IIS
• Understanding of Cloud Technology