Act as an escalation point for Tier-1 support and manage critical incidents effectively. Maintain flexibility for 24×7 rotational shift coverage and support, with on-call assignments and staffing availability as required Contribute to identifying and recommending optimal configurations of technology components. Adjust configurations and define infrastructures to improve availability, reliability, efficiency, observability, and performance of supported products/services with guidance. Actively se…
Responsibilities
Deliver best-in-class customer service as the first point of contact via phone, chat, email, and web cases. Guide customers through application installation and configuration. Collaborate with technical teams, field services, and customer IT staff to resolve complex issues. Contribute to internal knowledge base and technical documentation. Support team queues and participate in knowledge-sharing initiatives. Develop foundational understanding of service/system design, technology layers, and dependencies at scale. Participate in collaborative reviews with engineering teams and share learnings across stakeholders. Design components for robust and scalable measurement of health, quality, and functionality. Share information across disciplines within the feature team and manage dependencies. Utilize and contribute to knowledge bases (customer, product, industry, troubleshooting guides). Works with security, privacy, and compliance teams to identify and address issues relevant to their services and resolve them within the service level agreement (SLA) with guidance. Contribute to design documents, implementation, rollback plans, and quality checklists. Coordinate workstreams and resources during crises to mitigate impact and restore services. Contribute to root cause analyses and post-incident reviews to enhance service stability Participate in on-call rotations, troubleshoot incidents, and escalate complex issues as needed.
Required Qualifications
bachelor's degree in computer science, Engineering, combined with a minimum of 3+ years of relevant experience supporting software products on a global scale. Experience supporting healthcare software products is preferred. Deep understanding of US, Canada and Latin America markets, customers is a must. Healthcare experience
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page