Senior Escalation Engineer
Company Name:
Bridge Consulting Group
The Senior Escalation Engineer is responsible for support delivery, providing technical support to cloud customers by resolving complex technical customer issues on our platform, and delivering Technical Support against workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The Senior EE will need to closely collaborate with engineering and operations, and other CTS engineers.
The Escalation Engineer is a critical role in the implementation of our Platform support capabilities which include working with the Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific depth queues for customer incident resolution when required. The Senior Escalation Engineer will be required to debug code as needed to resolve technical issues. Due to the sensitive nature of the work and the client requirements, US Citizenship is required.
Specific measurements include achieving the team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future support capabilities for the cloud.
Qualifications:
Knowledge of one or two of the following domains: Operating System/Virtualization, Networking, or Relational Database Design/Administration.
Windows Azure Platform
Windows Azure architecture and its components (Fabric, Compute, Storage)
Knowledge of Windows Azure Platform services
Azure Platform development and deployment concepts
Familiarity with development: tools, language, process, methods, troubleshooting
Operating System/Virtualization
Familiarity with Active Directory, Security, OS Internals concepts
Understanding of Virtualization concepts and virtual system administration
Familiarity with system management tools such as SCOM
Experience with Hyper-V configuration and administration
Networking
Familiarity with networking concepts including VIPs, NAT, DNS
Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
Understanding of the OSI model and related concepts
Relational Database Design/Administration
Familiarity with relational and document based database design methodologies
Familiarity with BI data modeling and cube design concepts
SQL database administration
Understanding of SQL Tracing, SSIS, SSRS and SSAS
Familiarity with ADO.NET preferred
Development/coding skills are required for occasional debugging.
EXPERIENCE
At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
GENERAL
Available to work critical cases as needed on a 24x7 basis or through an on-call model.
Occasional domestic and international travel
EDUCATION/CERTIFICATION
B.S. degree in Computer Science or equivalent experience
At least one of MCSE, MCPD, MCAD, or MCTS 70-583 (Designing and Developing Windows Azure Applications)
Estimated Salary: $20 to $28 per hour based on qualifications.
Bridge Consulting Group
The Senior Escalation Engineer is responsible for support delivery, providing technical support to cloud customers by resolving complex technical customer issues on our platform, and delivering Technical Support against workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The Senior EE will need to closely collaborate with engineering and operations, and other CTS engineers.
The Escalation Engineer is a critical role in the implementation of our Platform support capabilities which include working with the Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific depth queues for customer incident resolution when required. The Senior Escalation Engineer will be required to debug code as needed to resolve technical issues. Due to the sensitive nature of the work and the client requirements, US Citizenship is required.
Specific measurements include achieving the team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future support capabilities for the cloud.
Qualifications:
Knowledge of one or two of the following domains: Operating System/Virtualization, Networking, or Relational Database Design/Administration.
Windows Azure Platform
Windows Azure architecture and its components (Fabric, Compute, Storage)
Knowledge of Windows Azure Platform services
Azure Platform development and deployment concepts
Familiarity with development: tools, language, process, methods, troubleshooting
Operating System/Virtualization
Familiarity with Active Directory, Security, OS Internals concepts
Understanding of Virtualization concepts and virtual system administration
Familiarity with system management tools such as SCOM
Experience with Hyper-V configuration and administration
Networking
Familiarity with networking concepts including VIPs, NAT, DNS
Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
Understanding of the OSI model and related concepts
Relational Database Design/Administration
Familiarity with relational and document based database design methodologies
Familiarity with BI data modeling and cube design concepts
SQL database administration
Understanding of SQL Tracing, SSIS, SSRS and SSAS
Familiarity with ADO.NET preferred
Development/coding skills are required for occasional debugging.
EXPERIENCE
At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
GENERAL
Available to work critical cases as needed on a 24x7 basis or through an on-call model.
Occasional domestic and international travel
EDUCATION/CERTIFICATION
B.S. degree in Computer Science or equivalent experience
At least one of MCSE, MCPD, MCAD, or MCTS 70-583 (Designing and Developing Windows Azure Applications)
Estimated Salary: $20 to $28 per hour based on qualifications.
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