Technical Support Engineering - DATA AI

Overview

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:

1. Data analytics
2. Artificial Intelligence and IoT
3. Business Intelligence and Power BI
4. SQL
5. Dynamics 365
6. Power Platform

These 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 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.

Qualifications

Minimum requirements:

1. 5+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.

Competencies:

1. Must possess the ability to work independently with minimal management supervision and as part of a regional team of engineers.
2. Superior problem solving and troubleshooting skills.
3. Demonstrate strong interpersonal and communication skills, creating positive relationships with customers and peers to achieve Win-Win outcomes.
4. Work with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
5. Demonstrated exceptional customer service in politically charged environments, overall communication and technical writing skills.
6. Exhibit leadership through personal responsibility, accountability, and teamwork.

Technical Requirements:

1. Data Movement: Experience in implementing ETL/Data Integration, SQL Server Integration Service – SSIS.
2. Cloud Computing experience, such as Azure Cloud and AWS.
3. Experience with relational DB like SQL Server, Oracle, MySQL (DBA is a plus).
4. Hands-on Debug experience, such as Call stack analysis, trace analysis. If an experienced candidate has network, AD knowledge, it is a plus.
5. Coding experience is a plus.

Common Skills:

1. Background on CS, IT major.
2. Exhibit debugging and strong problem-solving skills and communications skills to handle critical circumstances well.
3. Strong self-learning skill and passion for embracing new Big Data technologies.
4. Good spoken and written English.

This position will require you to work a rotational On-Call schedule, evenings, and weekend shifts.

Responsibilities

1. Response and Resolution: You review, investigate, and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
2. Readiness: You participate in communities with peer delivery roles. You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
3. Product/Process Improvement: You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.
4. Act as a technical focal point in cooperative relationships with other companies. Manage crisis situations that may involve technically challenging issues and diverse audiences.
5. Own and resolve technically complex mission-critical or politically hot customer issues. Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
6. Use trace analysis, debug skills, source code, and other proprietary tools to analyze problems and develop solutions to meet customer needs; this may involve writing code.
7. Stay up to date on the leading technologies and technical certifications. Contribute to product improvement, and participate in pre-release activities and BETA programs.
8. Development and delivery of training in person or remote to share knowledge with other engineers. Mentoring of new engineers.

Benefits/perks: Benefits listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

• Industry-leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect