Job Description

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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:

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an 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.

• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Qualifications:
Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience

o OR 5+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience
Language Qualification
English Language: fluent in reading, writing and speaking.
Qualifications
Language Qualification
English Language: fluent in reading, writing and speaking.
Required

• Experience with one or more Big Data or Analytics Products and Services

o Azure Data Factory and Azure Datawarehouse/Azure Synapse
o Data Lake and Delta Lake
o Cloud Streaming technologies
Open-Source Ecosystem (Linux, Apache, etc.)

• Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or I.T. consulting, customer or technical support or consulting or end-user support.

Experience in one or more of these areas desirable

• Programming and debugging experience
• Developer Experience: Python/ Scala/ R
• Experience in RDBMS such as Microsoft SQL Server and Microsoft BI technologies including SQL Server Analysis Services, SQL Server Integration Services
• Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines
• Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft
• Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner
• Ability to distill, prioritize and act on feedback from a variety of sources
• BE/BTech Degree

At least 3 years' experience supporting or maintaining complex mission critical database solutions, RDBMS technologies, and/or SQL language.
At least 3 year of experience interacting with customers/end-users in any of the following: customer support, product support, technical support, end-user support, IT Admin support, Consulting, product development, network operations, software engineering, or I.T. consulting
Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential
Excellent Communication Skills - verbal, listening, and written (including technical writing).
Passion for technology, lifelong learning and professional development.
Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
Strong troubleshooting skills of complex technical issues involving multiple technologies
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 .

Skills Required