Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

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

As EEE, you will be part of Big Data engineering team within support to be “the” differentiator in the marketplace and need the best and brightest to take our Big Data solutions to the next level.

Responsibilities

As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and AI Support Engineering Team and a virtual member of the Big Data Product Group. You will have 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. 

Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to impact key business results. The successful candidate will have a solid understanding of the competitive landscape and use this understanding to influence decision makers in both support and the Big Data Engineering Groups. 

It’s your chance to:  

Work directly with our Big Data Product Group to provide world-class engineering support at a product component level. 

Perform complex product debugging and remediation when needed; working alongside the Big Data development teams to drive support incident resolution for configuration, code, or other service deficiencies impacting customers.

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

Identify emerging trends or recurring 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, transparency, automation, and/or increasing the capabilities of Big Data Cloud Services.

Provide periodic on-call rotation (low frequency) service as primary response to service escalations.

The position is primarily “behind the scenes” providing engineering support to the broader Microsoft SQL Cloud support delivery teams for incidents that require product group engagement. At the same time, individuals should be capable and prepared to occasionally engage directly with customers to help facilitate incident resolution as appropriate. 

Qualifications

You are passionate about writing performant SQL Queries.

You are really interested to understand how things work deep down

You see the mission and you know how to drive to it on your own.

3+ years of experience in a 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.

2+ years of experience in one or more of the following:

Deep understanding of Cloud services (Preferably Azure), (Experience with other cloud service like AWS is also a plus)

Experience in Azure architecture and its components (Compute, Storage, Management Portal)

Microsoft Big Data services – Azure Data Explorer

Java, JavaScript, Python, R, Scala, REST concepts, C/C++ and debugging

Experience with any open-source Big Data /Analytics Technologies.

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

Experience with Data Integration solutions and services

Experience with C#, JAVA, .NET, PowerShell, CLI

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

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

BS in computer science or engineering or equivalent industry experience 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 Skype

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