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Technical Support Escalation Engineer

Microsoft

Microsoft

This job is no longer accepting applications

See open jobs at Microsoft.
IT, Customer Service
Bengaluru, Karnataka, India
Posted on Monday, February 12, 2024
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution

  • You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness

  • You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
  • You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement

  • You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

Interested in being on the cutting edge of Cloud Services? Then come join Microsoft as an Embedded Escalation Engineer (EEE) working with Azure SQL Cloud (MySQL & PostgreSQL) and related technologies.

We are building an engineering team within support to be “the” differentiator in the marketplace and need the best and brightest to take our SQL Cloud (MySQL & PostgreSQL) solutions to the next level.

As An Embedded Escalation Engineer (EEE), You Will Be An Important Member Of The Customer Service And Support (CSS) Data And Enterprise Cloud Support Engineering Team And a Virtual Member Of The Azure SQL Cloud (MySQL & PostgreSQL) Product Group. You Will Have The Following Key Responsibilities:

  • Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience.
  • Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues.
  • Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.
  • Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted.
  • As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today.
  • As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners, customers and team members.
  • Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty.

Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to impact key business results. The successful candidate will have a solid understanding of the competitive landscape and use this understanding to influence decision makers in both support and the SQL Engineering Groups.

It’s Your Chance To:

  • Work directly with our Azure SQL Cloud (MySQL & PostgreSQL) Product Group to provide world-class customer support at a product component level.
  • Perform complex product debugging and remediation when needed; working alongside the Azure SQL Cloud (MySQL & PostgreSQL) development teams to drive support incident resolution for configuration, code, or other service deficiencies impacting customers.
  • Embedded Escalation Engineers are not expected to write product code; however, should be able to apply their code skills and understanding towards efficiently resolving support issues as appropriate.
  • Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, transparency, automation, and/or increasing the capabilities of Azure SQL Cloud (MySQL & PostgreSQL) Services.
  • Provide periodic on-call rotation (low frequency) service as primary response to service escalations.
  • The position is primarily “behind the scenes” providing engineering support to the broader Microsoft SQL Cloud (MySQL & PostgreSQL) support delivery teams for incidents that require product group engagement. At the same time, individuals should be capable and prepared to occasionally engage directly with customers to help facilitate incident resolution as appropriate.

Qualifications

To be successful in this role, the following skills and experience is desired:

Basic Qualifications:

  • At least 3 years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.
  • Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.
  • Familiarity with development: tools, language, process, methods, and troubleshooting.

Preferred Qualifications:

  • Experience in a Tier 2/3 environment is preferred
  • BS in computer science or engineering or equivalent industry experience is preferred.

Technical Skills:

  • Microsoft SQL Cloud (MySQL & PostgreSQL):
  • Knowledge of MySQL or PostgreSQL features.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

This job is no longer accepting applications

See open jobs at Microsoft.