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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.

Interested in being on the cutting edge of Cloud Services? Then come join Microsoft as an Embedded Escalation Engineer (EEE) working with Azure SQL DB and related technologies.

We are building an engineering team within support to be “the” differentiator in the marketplace and need the best and brightest to take our Azure SQL DB support solutions to the next level.

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.

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 SQL DB Product Group with the following key responsibilities:

• Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience.

• Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues.

• Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.

• Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted.

• As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today.

• As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners, customers, and team members.

• Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty.

Qualifications

To be successful in this role, the following skills and experience is desired:

Required Qualifications:

• At least 3 years of experience in customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.

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

• Ability 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.

Technical Skills:

• Microsoft Azure SQL Server DB skills

• Familiarity with database queries

• Knowledge of database design, best practices, and theories.

• Ability to work with data architects and other IT specialists to set up, maintain and monitor data networks.

• Knowledge of database structure languages.

• Ensure high levels of performance, availability, sustainability, and security.

• Analyze, solve, and correct issues in real time.

• Familiarity with development: tools, language, process, methods, troubleshooting.

• Microsoft Azure Platform:

• Experience with Cloud Computing & Solutions

• Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)

• Have knowledge and skills for secondary tools such as Microsoft Azure, SQL data warehouse, Visual Studio, Power BI etc.

• Development/Coding:

• Escalation Engineers are not expected to write product code; however, they should be able to apply their code skills and understanding towards efficiently resolving support issues as appropriate.

• Proficient understanding of code versioning tools such as {{Git / Mercurial / SV

• Experience with C#, .NET, PowerShell, CLI, Microsoft Azure, T-SQL

Preferred Qualifications:

• Experience in a Tier 2/3 environment is preferred.

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

• BS in Computer Science or Engineering or equivalent industry experience commensurate with job expectations is preferred.

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.

Ability 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.

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .