Technical Support Engineering

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. We are looking to hire a Technical Support Engineering candidaqte to join our team. As a Technical Support Engineering you will own, troubleshoot and solve highly 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.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.ResponsibilitiesResponse and Resolution:• Own, investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging).• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.Readiness• Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.• Deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.• Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategyProduct/Process Improvement• Act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.Business Integration• Use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.• Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.Embody our culture and valuesQualificationsRequired Qualifications:• 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 3+ years technical support, technical consulting experience, or information technology experience.• Experience in a customer facing or customer support role with troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment• Experience with SQL Server or an equivalent database product• Experience in SQL Server environments and high availability configurationsOther QualificationsAbility 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.Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearancePreferred Qualifications• Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems, migrating databases to the cloud or upgrading from one version of Microsoft SQL Server to a higher version.• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring• Other experience such as: Containers: docker, k8, open shift, cloud storage, flannel Big Data: spark, yarn, livy, zookeeper, ranger, knox, polybase• Machine Learning: sparkSQL, java, scala, python, jupyter Data Sources: mongodb, cloudera, teradata, Oracle, DB2• Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)• knowledge on performance tuning and database design, T-SQL languageTechnical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $83,400 - $167,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $108,900 - $183,000 per year.Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-payMicrosoft will accept applications for the role until July 29, 2024.#CES #CSS #DTP #DataAIMicrosoft 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.