SQL Support Escalation Engineer
We are the CSS Data & Enterprise Team and our work focuses on improving the overall customer experience with Microsoft Server technologies and cloud services. Our work positively affects the adoption and perception of product and service quality, improves our brand image, and contributes to building customer loyalty for a lifetime.
Customers and partners are betting on the cloud and expecting Microsoft to deliver an unparalleled service experience. SQL Server continues to be the database option, cloud and on-prem, for top global companies with Big Data one of Microsoft’s fastest growing services, and both core to Data Estate and AI solutions. The exciting new releases of SQL Server include Big Data Cluster and Azure SQL Database EDGE.
Learn more at https://www.microsoft.com/en-us/sql-server/sql-server-2019 and https://azure.microsoft.com/en-us/services/sql-database-edge/
Role involves providing solutions to challenging technical problems through customer interaction, debugging, root cause analysis, code workarounds, bug fixes and sample code. Support Escalation Engineers must be highly observant and skilled to identify and resolve issues. Customer obsession, Growth Mindset to learn new technologies, excellent communication skills and the ability to think outside-the-box are key to be successful in this role.
Support Escalation Engineers (SEE) investigate and solve critical, complex, technical issues escalated from Support Engineering teams (typically from Tier 1 and Tier 2) requiring expert level product or service knowledge. SEEs frequently use event logs, component traces, performance traces, and other sophisticated troubleshooting tools along with a wealth of support experience with similar customers to resolve issues. SEEs may also collaborate with Escalation Engineers and occasionally with Product Group component owners to clarify unknown behavior in the product. SEEs are experts at determining how something should be configured as a best practice to avoid and solve problems and in sharing their knowledge during mentoring and coaching sessions with others. A SEE's strong suit is in employing problem isolation techniques and product knowledge to solve problems.
Responsibilities
Responsibilities
• Work with a broad range of customers from individual developers to Fortune 500 companies.
• Provide accurate information, and help resolve the most technically challenging, critical and highest impact problems for customers regarding their Microsoft software.
• Analyze difficult programming problems and develop highly specific solutions to meet needs.
• Participate in case review meetings to share knowledge with other engineers and develop efficient customer solutions.
• Identify and report both software bugs and customer suggestions.
• Act as a liaison to internal development organizations, representing the voice of the customer and advocating for product improvements to alleviate customer pain.
• Write technical articles and blogs for guiding other team members and customers.
Qualifications
Qualifications
REQUIRED
• 3+ years of experience with Microsoft SQL Server and database technology
• 3+ years of experience in technical customer support
• Excellent communication skills with both written and spoken English
• Passion for technology and overall product quality.
• Strong customer focus and the ability to work in a fast-paced team environment.
• Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
• Excellent analytical, problem resolution and decision-making skills
• Ability to work well in a highly collaborative team environment
• Effective troubleshooting, learning & multitasking skills
• 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.
PREFERRED
• Experience migrating databases to the cloud.
• Experience upgrading from one version of Microsoft SQL Server to a higher version.
• Additional languages are a plus.
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. 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.
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