Job Description:
Location: Vietnam
Job Category: Customer Service & Support
Standard Job Title: Support Engineer
Product: Azure Monitoring
Role Name: Support Engineer
Responsibilities:
Customer Issue Resolution & Responsiveness
Define and understand the customer issue by creating the adequate reproduction scenarios.
Drive the communication with the customer to ensure the customer has confidence on problem
Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from
Effective Communication & Collaboration
customer on problem resolving.
Act as a subject matter expert (SME) to build readiness content and develop training (in applicable
Identify the right resource to collaborate with for tough & political hot problem.
Training & Readiness
Make effective technical presentations, both internal and external.
Identify current knowledge deficiencies/training needs, as well as potential future needs
Work with your manager, as appropriate to assess your own core competencies and identify current
Provide documentation and mentoring to others within your technical specialty.
Collaborate with cross- group peers both proactively and reactively.
Produce quality documentation and share with the appropriate team members and tech lead as appropriate
deficiencies /training needs, as well as potential future needs.
knowledge
Implement your development plan, actively seek development opportunities, and complete all
scheduled training.
Meet with your manager to assess and adjust the plan as needed to match mid- and long- term career
plans
Operation Precision
Manage and prioritize your workload while keeping team members and management appropriately
Adhere to published queue or call back schedule and be available for on- call duty, as necessary
Use appropriate documentation and utilization and / or labor tracking methods to account for time.
Participate in ad- hoc projects per management request or business need
Candidates’ skills:
- Good English skills.
- IT background.
