Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.




Interested in being on the forefront of Cloud Services? Then come join Microsoft as an Embedded Escalation Engineer (EEE) working with Data technologies such as
Azure Synapse Analytics
and related technologies.




Customer Experience & Success

• Do you want to empower every person and every organization on the planet to achieve more?


• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?


• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.




Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.




Our culture is built around attributes that drive our every decision and our every action:

• Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful, and trusted.


• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great results.


• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.


• One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.


• Making a difference - we drive impact by looking for ways to continually improve our day-to-day responsibilities and the connections between our work and others.

In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and can engage in complex situations.

Responsibilities

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 Data Product Group with the following key responsibilities:




Customer Reported Incident (CRI) Management


Continuous engagement with CSS (Product support engineering team) to triage high severity cases, provide directions/solutions to meet first day resolution (FDR)

• Where a solution is not available, escalate to the Product group and making sure a solution is provided for the end customer as quick as possible


• Follow up on escalations to make sure end user CSAT for your respective product is met.


• Keep track of Time to Resolve, Time to Escalate metrics and improve them month over month

Supportability

• Identify trends from incoming CRIs and improve internal support tools.


• Document Troubleshooting Guides for prior solutions so CSS engineers can leverage them if the similar cases repeat in future.


• Contribute to Product Public Documentation.


• Provide continuous feedback to product groups on common customer issues to improve product's success.

Training

• Identify training needs based on CRI analysis and define training plans.


• Either be the trainer or coordinate the training from the PG SME for CSS groups.


• Maintain a log of training documentations and make CSS onboarding plans more efficient.


• As an escalation engineer become the Product SME to lead and drive investigations with global CSS teams and help resolve them. During the process train the CSS engineers using the cases on hand and demonstration of product knowledge.

Qualifications

Required 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, System Development, Consulting, or IT/Network Operations


• Firsthand working (or supporting) experience on Modern Data Warehouse solutions including the following areas:




• Data ingestion


• Data processing


• Data flow orchestration


• Data security


• Query


• Reporting and Analytics

• At least 3 years of professional experience in any of the following:




• Microsoft Azure Platform including Cloud Computing, Microsoft Azure architecture and its components (Fabric, Compute, Storage, Network, RDOS, Management Portal)


• Azure SQL Data Warehouse or equivalent relational database product


• ETL technology such as Azure Data Factory


• Experience with Apache Spark would be a plus for this role

Preferred Qualifications:

• 
  BS in computer science or engineering or equivalent industry experience

• Experience in a Tier 2/3 environment is preferred


• Experience in using ticketing/Incident Management tools


• Understanding of cloud vs. on premise computing


• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions


• Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product


• Development/Coding in C#, .NET, PowerShell, CLI, Microsoft Azure, or T-SQL

Soft Skills:

• Passion for technology and customer supportability


• Leadership - handle technically challenging and politically hot customer situations


• Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience


• Ability to drive meetings and discussions remotely with authority


• Ability to develop and nurture relationships over long distances and remote technologies like Teams


• Ability to partner within virtual teams and execute multiple technical initiatives simultaneously


• Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of environments


• Ability to prioritize core role responsibilities vs. other work requests received


• Logical and critical thinking


• Ability to deal with ambiguity under continual deadline constraints

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.




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