Job Description

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft\xe2\x80\x99s 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\xe2\x80\x99 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\xe2\x80\x99s 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

• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service to provide in-depth technical support for complex escalated problems identified in Microsoft software products or services and manage relationships with those customers. Occasionally, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills.
• Provide advanced troubleshooting to analyse problems and develop solutions to meet customer needs.
• Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
• Maintain strong working knowledge of products and report software bugs and customer product enhancements to the Product Group.
• May act as technical focal point in cooperative relationships with other companies.
• Determine the best approach for resolving complex technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer.
• Engage and collaborate with other Microsoft groups, including escalation teams and the R&D Team, and 3rd party support partner (Open Source), in gaining resolution to critical, complex issues.
• Provide exceptional customer service in politically charged environments.
• Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact.
• Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points.
• Participate in planned team-wide shift rotations to cover business needs, including 24x7 \xe2\x80\x9con-call\xe2\x80\x9d responsibilities and weekend or public holiday work, with the ability to work a flexible schedule.
• Present technical content to various audiences including customers, partners, and internal stakeholders.
• Provide consulting services to partners and customers to increase product market share.

Qualifications:Minimum requirements:Working Experience: 8+ years working experience in the related field (product, customer support and/or technical support).Education Qualification: Bachelors Degree in Computer Science, Information Technology (IT), Software Engineering or related field.Qualifications:

• Experience in any RDBMS or an understanding of general RDBMS concepts would be considered a plus
• Experience with any NoSQL database systems like Mongo DB, Cassandra DB, etc.
• Strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
• Experience supporting Azure or other cloud-based solutions
• Basic Networking, Storage, Platform and Windows troubleshooting skills

• Microsoft certifications in data platform or Azure technologies

• Experience using and troubleshooting Azure Cosmos DB

• Experience troubleshooting distributed solutions

Language: English Language: fluent in reading, writing and speaking.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 .

Microsoft