Sr Technical Support Engineer - Azure

Mumbai, Maharashtra
Permanent
Full-time

7 days ago

It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description:Sr. Azure Technical Support EngineerWe’re seeking a customer-focused Technical Support Desk Engineer with deep expertise in Microsoft Azure to provide frontline support for cloud infrastructure, services, and applications. This role involves diagnosing issues, resolving incidents, and delivering a seamless support experience for internal users and external clients. As a Senior TSE, you will also be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.Essential Responsibilities Of Your Role:

Responding to complex inbound Azure Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.)

Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
Diagnose and resolve system outages, performance issues, and configuration errors
Provide Tier 2 support for cloud-based infrastructure and applications
Guide users through Azure features, configurations, and best practices
Escalate unresolved issues to engineering or Tier 3 support teams
Document issues and resolutions in the support ticket system for future reference
Create and maintain internal runbooks, FAQs, and technical documentation
Lead incident response or participate in on-call rotation for critical issues
Identify support trends and partner with Product & Engineering on long-term solutions
Accurately and efficiently log all issues and status updates in our internal tracking system.
Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
Supporting multiple cloud and hardware solutions
Contributing to the development of service desk processes and procedures.
Interacts closely with various departments and vendors to provide timely resolution on issues.
Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams

Note: This is not a complete list of tasks.

Knowledge, Skills, and/or Abilities You Need To Have:

4–7+ years in Azure technical support, solutions engineering, or a similar customer-facing technical role
Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
Strong knowledge of Microsoft Azure services and architecture is a must have
Proficiency in Azure CLI, PowerShell, and diagnostic tools
Familiarity with networking protocols (DNS, DHCP, TCP/IP) and OS-level troubleshooting (Windows/Linux)
Excellent problem-solving and communication skills
Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
Strong understanding of web technologies, integrations, or system architecture
Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
Ability to prioritize user requests effectively and manage user expectations.
Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
Passion for driving exceptional customer experience.
Ability to work through ambiguity and thrive in a rapidly changing business environment.
Strong analytical and problem-solving skills.
High school diploma (or equivalent) required. Secondary degree preferred.
Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
Basic understanding or experience working on Linux environments
General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
Flexibility working some weekends and later hours to help fulfill a 24x7 business
Passion for providing exemplary customer service, strong customer focus
Eager to learn new technologies
Good verbal and written professional communication, fluent in English.
Self-motivated and proactive in performing duties
Attention to detail

Nice to have. Exposure to:

ITIL certification
Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
Experience with JIRA and Confluence

This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Ingram Micro

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