Support Escalation Engineer

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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The BI Customer Support team at Microsoft is a group of dedicated, technology-oriented, customer obsessed professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction through connected customer experience. Our goal is to facilitate and accelerate the consumption of Microsoft BI technologies into the core operations of enterprises. We work at the forefront of innovation, ensuring smooth operation and optimization of BI solutions for a diverse range of client needs.

As a Technical Support Engineer, you deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

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.

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
o OR 3+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

English Language: confident in reading, writing, and speaking.
Additional languages are a plus.

• Demonstrated the ability to conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer-facing role within the technology sector. Thriving in a fast-paced, high-volume environment. You are very resourceful and great at prioritizing multiple demands, knowing when and how to prioritize tasks.
• Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical, senior business users with ease.
• Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Microsoft Excel would be beneficial.
• Good understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services
• Underlying awareness of SQL Server, or any other Database Management system like Oracle or SAP
• Basic network troubleshooting skills.
• Team-wide shift rotations to cover business [TB1.1]needs, including “on-call” responsibilities and weekend work.
• Bachelor''s Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience.

• Support experience delivering IT Application support or services.
• Some understanding or awareness of Office 365/ Windows Administration, SharePoint, Dynamics CRM, or the .NET Framework would be helpful.
• Excel skills with Power Query and Data Modelling would be beneficial.
• Experience gained or conceptual knowledge of Microsoft Azure/ AWS Cloud architecture or any Cloud SaaS experience.
• Understanding of DNS (Domain Name System) principles and protocols.
• A solid grasp of HTTP (Hypertext Transfer Protocol) principles and its various methods (GET, POST, PUT, DELETE, etc.)

Note: This job required weekend shift and outside office hours on-call rotation coverage.

To be eligible for this role, applicants must be Australian citizens or permanent residents who are legally entitled to work in Australia without any restrictions.

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.

• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.