Kforce Support Engineer 3 in Redmond, Washington

Kforce has a client that is seeking a Support Engineer 3 in Redmond, Washington (WA).Are you interested in the cloud business? The platform is strategic to enabling customers, ISVs, and t IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure. The platform is a growing leader in the cloud market with support enabling customer success and providing a key differentiator when customers make buying decisions.Cloud and Engineering Technical Support in CSS responsible for the following:

  • The definition and implementation of the support services required to win in the cloud market place

  • Resolving customer issues including complex technical scenarios integrating several cloud capabilities and scenarios supporting the service such as service availability, Connectivity, quality, outage management, degradation of performance, correlation of usage and charges, and cost efficient solution architecture

  • Provide critical product feedback to multiple C&E PGs (engineering and operations) and BGs

  • Lead the integration of CSS talent to resolve issues with specific technologies (networking, SQL, SPP, etc.) as part of Support ecosystem

The opportunity for you is to be part of the evolution of cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service rather than on-premise products, and to work in collaboration with multiple teams inside of CSS and the PG (Operations, C E BGs and PGs, commerce platform engineering team, etc.)Responsibilities include:The Support Escalation Engineer (SEE) is a critical role in the resolution of highly complex

  • Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues

  • Strong communications skills - Excellent spoken and written English communication skills

  • Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence

  • Demonstrable troubleshooting skills

  • Cross-team collaboration

  • Logical and Critical thinking

  • Coaching and mentoring Escalation Engineers and others on the team

  • Passion for technology and customer support

  • Understanding of cloud vs. on premise computing.

Technical Skills:

  • Technical skills in at least one of four areas: Windows System Administration/Virtualization, Networking, Relational Database Design/Administration, Linux OSS Administration/ Networking

  • Windows System Administration/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

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:Hours