About the role
Response and Resolution: Investigate and solve highly complex customer technical issues and serve as the technical escalation point of contact for other engineers to resolve cases and perform complex troubleshooting tools (e.g. debugging) Own and drive critical customer escalations for reactive support delivery Maintain and manage blockers or identified critical issues which require senior leadership decisions Engage with the account team to drive long running, high priority cases to successful closure In partnership with account team, provide Service Health Metrics Reporting, highlighting risks for both parties Manage and monitor high risk cases, proactively working to remove blockers on cases flagged to prevent customer dissatisfaction.Own and drive any support experience improvement programs. Guide account team in navigating the support organization successfully Candidate must have hands on working experience in technical support, technical consulting experience, or information technology services and Bachelor's Degree in Computer Science, Information Technology (IT), or related field. o OR equivalent experience. Hyper-Visor/Cloud/Networking Skills: Able to design, deploy and troubleshoot solutions based on the following: Azure or Amazon Web Services (AWS). Track record of supporting reliable, highly available and scalable cloud applications for customers. Clear articulation to management and teams on complex problems and resolutions. Technical support engineering with infrastructure as a service (IaaS), preferably Azure App Services, Azure SQL or Azure Networking Experienced in supporting, deploying or managing native cloud applications Knowledge of providing direct customer support for technical issues related to cloud applications and infrastructure AI experience or desire to expand AI skills desirable Experience with start-ups or technical incubators with a mix of architecture and technical lead roles. Any experience providing development consulting or support or application development will be advantageous. English Language: confident in reading, writing and speaking. Technical Support Engineering IC4 - The typical base pay range for this role across Portugal is € 43,300.00 - € 74,300.00 per year. Certain roles may be eligible for
