Position Summary:
The Azure Support Engineer (ASE) serves as frontline technical resource for DHL eCommerce business users and partners via phone, email or web. This position is the primary support and engineering contact accountable for the customer’s Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer/user experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, development team or management. Your day to day job will be about providing both technical expertise and about being an excellent communicator and a service oriented professional. You will debug, troubleshoot, correct code, and help resolve business users issues.
Key Responsibilities:
- Engineering Engagement – Relentlessly champion and advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency.
- Proactive Business Users Engagement – Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning.
- RCA Ownership – Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues.
- Maintain documentation on configuration and interface specifications.
- Case Ownership – Directly own a subset of customer support cases from end to end. Deliver a great customer support experience. Continuously grow Azure technical skills.
- Strategic Project Execution – Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones.
- Critical Problem Resolution – Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication.
- Performs other duties as assigned.
- Make configuration changes and minor development and Azure Devops activities to fix and deploy issues.
- Mentor other team members on best practices.
Required Education & Experience:
- Process management skills.
- 3 to 5years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving highly complex issues/situations and driving technical resolution across cross-functional organizations. 3+ yrs. of Azure cloud experience.
- Experience in development of custom built BI and big data reporting solutions using tools like
- Power BI(must), Tableau, Qlik, Microstrategy.
- Hands on troubleshooting and ETL development experience.
- Strong analytical skills.
- Strong verbal/written communication and interpersonal skills.
- 3+ years related experience to Azure support in similar role.
- Ability to interact professionally with customers, business analysts, managers, and subject matter experts.
- Desired degree in Computer Science/Technology, Engineering or Equivalent Experience.
- Certification in Microsoft Azure Technologies preferred.
- Some understanding of the Agile, Scrum, and/or Kanban development methodologies.
- Proactively communicate and collaborate with external and internal customers.
- Understanding of ETL best practices.