OnProcess Technology Looking for Azure Technical Support Engineer at Remote

OnProcess Technology; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic team as a Support Engineer where you'll leverage your Azure cloud expertise to provide top-notch technical support for proprietary software products. This role involves troubleshooting, managing customer experiences, and collaborating with global teams to resolve complex issues. An established industry player in the supply chain sector offers a vibrant work environment that encourages continuous learning and professional growth. If you are passionate about technology and customer support, this is the perfect opportunity to make a significant impact while advancing your career.

Qualifications

• 3+ years of technical customer support or software development experience.
• Knowledge of Azure services and enterprise solution shaping.
• Strong communication skills and ability to work collaboratively.

Responsibilities

• Provide outstanding technical support for internal and external customers.
• Manage end-to-end issue resolution for Tier 1 and Tier 2 issues.
• Collaborate with teams to engage subject matter experts for problem-solving.

Skills

Azure Cloud Experience

Technical Support

.NET Framework

ASP MVC Frameworks

Visual Studio

HTML/CSS

PHP/Node.js/Java

PowerShell

Analytical Skills

Communication Skills

Education

Degree in a related field

Advanced degree preferred

Tools

Azure Services

Hadoop

SQL Server

JSON

Job description

Job Overview
OPT’s Enterprise Application Support Engineers (EASE) serve as our frontline technical resources supporting our proprietary software products, via phone, email, chat, or web. EASE delivers unique value to our business by solving technical issues for both our internal and external customers in a collaborative, proactive, and professional manner, providing support advice, contributing to product quality and support experience. OPT, a leading company in the supply chain industry, is seeking Support Engineers with Azure cloud experience supporting OPT’s proprietary software tech stack Agora and part of the Business Technology Services Team (BTS). The ideal candidate will have experience in Cloud Platform foundational products leveraging Azure services, e.g., Azure policy, AD, Role-Based Access Control, Log Monitor, etc. The Azure Support Engineer will be responsible for ticket troubleshooting, carrying out Impact Analysis, and providing multiple resolutions to tier 1 and 2 issues as it relates to problems associated with our proprietary platform Agora.

Responsibilities and Duties

• Hands-on experience with building, configuring, and managing Azure environments
• Hands-on experience with data tools and platforms such as Azure, Hadoop, NoSQL, Spark, SQL Server, etc.
• Provide an outstanding technical support experience to our business customers, both internal and external
• Own the end-to-end issue resolution process for both Tier 1 and Tier 2 issues and manage the customer experience over readily available communication methods (email, phone, chat, etc.)
• Collaborate with others within the BTS community to engage subject matter experts, Product Engineering, Product, and/or Management
• Provide technical expertise (either independently or by involving colleagues)
• Excellent communicator and a service-oriented professional
• Experience working with global teams across multiple regions
• Flexible work hours to include US Time Zones
• Highly analytical individual capable of leveraging tools to solve issues (e.g., trace analysis, source code, and other sophisticated debugging best practices) to analyze problems and develop solutions to meet customer needs
• Coordinate resources from other BTS groups as needed to resolve customer issues
• Manage hot issues by setting customer expectations, devising action plans, and professionally communicating to all parties involved
• Continuous improvement by developing deep expertise in Microsoft Products
• Contribute to advanced technical content creation including Microsoft Knowledge Base articles, samples, whitepapers, and training when required
• Participate in regular technical triage meetings across the BTS community for knowledge sharing with other BTS members
• Drive resolution of critical situations and ensure smooth execution through the life of the crisis in adherence to enterprise application support best practices and processes
• Flexible working hours; this position may require you to work a rotational on-call schedule, evenings, weekends, and holiday shifts as needed
• Work in partnership with internal business, external 3rd party technical teams, and functional teams as a technology partner in communicating and coordinating delivery of technology services from Business Technology Services (BTS)
• Participate in the Demand Management and Change Management processes
• Proven ability to motivate in a team-oriented, collaborative environment

Qualifications

• 3+ years of technical customer support experience or software development experience
• Knowledge of the .NET Framework
• Knowledge of MVC frameworks, particularly ASP
• Knowledge of Azure App Services and Cloud Services is an added advantage
• Working knowledge of Visual Studio, HTML, and CSS
• Knowledge of PHP, Node.js, Java, JavaScript, and popular frameworks such as WordPress, Joomla, and Drupal is a plus
• Direct experience of enterprise solution shaping and Microsoft Azure Cloud deployment architecture development
• Familiarity with Microsoft Azure and its relevant build, deployment, automation, networking, and security technologies in cloud and hybrid environments
• Understanding of Microsoft Identity and Access Management products such as Azure AD, ADFS, Azure AD Connect, Conditional Access, Azure AD Proxy, SAML, and Active Directory Domain Services
• Experienced in the design and delivery of enterprise-level highly available solutions
• Experience supporting Azure
• Knowledge of PowerShell, Source Control, ARM templates, JSON, Bash, and deployment automation
• Ability to manage technical challenges and politically sensitive customer situations
• Strong communication skills – excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
• Passion for technology, problem-solving, and customer supportability
• Ability to discover, recognize, and assess alternate solutions to a problem alongside client impact analysis
• Ability to work collaboratively with others in a broad technology field alongside strong logical, analytical, and critical thinking processes
• Ability to develop and nurture relationships over long distances and remote technologies like Teams
• Ability to deal with ambiguity around technical issues being reported
• Degree or equivalent in a related field; advanced degree preferred; comparable levels of combined education and experience will be considered
• Good understanding of relational databases
• Analytical thinker and problem solver with the ability to navigate through challenging situations in the most professional manner possible
• Must be able to work in a dynamic, rapidly changing environment and interact with partners and customers directly
• Exceptionally self-motivated and directed, with top-notch interpersonal and communication skills
• Superior analytical, evaluative, and problem-solving abilities
• Positive, organized, and proactive, tenacious with an enthusiasm to support the business

Job Type: Full-time