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Service Engineering Lead

Reston, VA · Information Technology
Service Engineering Lead/Customer Experience Team (CXP)
Resources will debug and diagnose platform or service outages for individual tenants on either the Azure or Office 365 services. Skills should include blending outstanding customer support capabilities with problem-solving, troubleshooting , and debugging expertise.

Must have TS/SCI with current/active polygraph to be considered for the positions.

Mid shift, Night, or WE shift:
MID M-F 8 4pm - 1am
Weekend Day Sat / Sun 12;Day M,T 8 8:00 am - 8:00 pm
NIGHT M-F 8 11:59 pm - 9am
  Comprehensive Benefits Package!
  Generous Referral Bonuses!
Expected functions include:
• Diagnose and mitigate platform faults for individual tenants or users.
• Troubleshoot client-side issues/experiences for Office products where issue may be with service or protocols from Office platform.
• Draft and share root cause analysis for Customer Reported Incidents (CRIs), including on-going metrics identifying repeat drivers or trends.
• Create positive outcomes for Microsoft partners and customers in critical outage situations.
• Analyze common faults and drive critical fixes that bring stability and/or reduce incident volume to the platform and customers.
• Identify and drive technical and procedural improvement across support.
• Identify customer dissatisfaction in real-time and handle the situation with professional and data driven conflict management including escalating to Microsoft to assist or assume ownership.
• Evaluate support needs and prepare to support new and/or updated features across the suite of services.

Can applyt through our website at or send resume directly to
LiveSite Engineering
Description This functional role is accountable for mitigating platform and service impacts as quickly as possible by executing against defined written procedures (Troubleshooting Guides). Query analytics engines using scripting similar to SQL, as well as script automation steps in Python, C#, or PowerShell
  Incidents can be sourced through automated monitoring, heads-up displays and incident management systems (IcM). Use these inputs to identify trends/patterns that require follow-up.
  Additional responsibilities may include:
  • Identify and drive fixes with feature teams for volume drivers
  • Run documented deployment scrips
  • Ensure the deployment flow is proceeding smoothly and any issues are escalated promptly and accurately back to the deploying team
  • Coordinate restoration actions with Microsoft teams and other partners on behalf of Microsoft
  • Report bugs as necessary via bug tracking system to update collateral used to resolve issues when deficiencies in knowledge base of troubleshooting guides (TSG) are found
  • Assist in outage restoration actions, escalating to Microsoft personnel within published timeframes or when indicated by procedure
  • Log all investigative and restorative actions taken in IcM for later retrieval for audit purposes and root cause investigations.
Service Window 24 x 7 x 365
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