With over 17,000 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.
Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Support Escalation Engineer Azure Event Management 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.
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. **
Responsibilities**
The Support Escalation Engineer Azure Event Management will be responsible for response and resolution. 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.
The candidate will 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
Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
Provide technical and professional proficiency to resolve complex customer issues, through training and readiness.
Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex 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. **
Other**
- Embody our culture and values
Qualifications
Required/Minimum 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 with one or more Big Data or Analytics Products and Services:
○ Azure Data Factory
○ Hadoop, Spark, Hive, Azure HDInsight, Azure Databricks
○ Azure Cosmos DB, NoSQL Services, MongoDB
○ Data Lake
○ Cloud Streaming technologies
○ Open Source Ecosystem (Linux, Apache, etc.)
- BI experience with ETL, Data warehousing management, Data Mining, Report Designer or developer
Preferred Qualifications
- Understanding of Azure Cosmos DB fundamentals, including its architecture, APIs, and data querying.
- Knowledge of Microsoft Azure Platform Services
- Problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
Other Requirements
- Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.
Additional Or Preferred Qualifications
- Understanding of Azure Cosmos DB fundamentals, including its architecture, APIs, and data querying.
- Knowledge of Microsoft Azure Platform Services
Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $80,900 - $162,200 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 $105,300 - $176,900 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-pay
#CES #CSS #DTP
Microsoft 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.
