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.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service to provide in-depth technical support for complex escalated problems identified in Microsoft software products or services and manage relationships with those customers. Occasionally, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills. 

Provide advanced troubleshooting to analyse problems and develop solutions to meet customer needs. 

Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely. 

Maintain strong working knowledge of products and report software bugs and customer product enhancements to the Product Group. 

May act as technical focal point in cooperative relationships with other companies. 

Determine the best approach for resolving complex technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer. 

Engage and collaborate with other Microsoft groups, including escalation teams and the R&D Team, and 3rd party support partner (Open Source), in gaining resolution to critical, complex issues. 

Provide exceptional customer service in politically charged environments. 

Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact. 

Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points. 

Participate in planned team-wide shift rotations to cover business needs, including 24x7 “on-call” responsibilities and weekend work, with the ability to work a flexible schedule, cover weekends, and/or cover a 10-7 shifts.  

Present technical content to various audiences including customers, partners, and internal stakeholders. 

Provide consulting services to partners and customers to increase product market share. 

This job may require you to cover an 8-hour weekend shift [regular hours] as part of a team rota 

Qualifications

Language Qualification

Mandatory: English, confident in reading, writing and speaking. 

Nice to have: Fluent in German, French, Italian, Spanish, etc

Qualifications:

• Candidates must have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.

• Candidates must have Digital Advertising Experience or Sales Experience.

The role would require you to specialize in just one or two of these skill groups.   

Group 1 – Azure Data Warehouse  

Experience supporting Azure or other cloud-based solutions, and knowledge of orchestration applications such as SSIS, or Azure Data Factory 

Competency with Windows, networking, Active Directory, Clustering or virtualization 

Experience managing applications and services through PowerShell, Bash or similar scripting languages  

Knowledge of BI integration tools such as Informatica, Power BI, Tableau. 

Group 2 –SQL Cloud 

Experience with Microsoft SQL Server either on-premises or Azure DB, or experience with MySQL, PostgreSQL or MariaDB 

Knowledge of Microsoft SQL Server 2012 / 2014 /SQL 2016 at dev level (SQL language, Stored Procedures, etc.) 

Experience with Azure Data Migration Services and/or SQL Server Data Migration Assistant 

Linux/Unix Administration is a plus 

Competency with Windows, networking, Active Directory, Clustering or virtualization 

Experience managing applications and services through PowerShell, Bash or similar scripting languages.  

Group 3 – PostgreSQL/MySQL/MariaDB 

MySQL/MariaDB or PostgreSQL, knowledge on both is preferred. 

Previous experience requirement with administration, operation, or development with OSS Databases 

Owning, tracking, and resolving database related incidents and requests 

Building and deploying DDL and DML to implement application features and function. 

Managing operational needs of the database (DB) subsystems (e.g. DB backups, maintenance, monitoring), tuning and performance optimization 

Experience with backup and disaster recovery solutions for PostgreSQL/MySQL 

Building data and DB subsystems to scale to maximum performance. 

Install and monitor PostgreSQL database using the standard monitoring tools Analyze daily logs using and query tuning. 

Maintain custom vacuum strategies at table and database level. 

General database administration with generic performance troubleshooting knowledge 

Monitor code migration and database change management through various stages of the development life cycle. 

Understanding of the PostgreSQL/MySQL Architecture and internals 

Skilled with PostgreSQL/MySQL database clusters, replication, and high availability, tuning and scalability. 

Knowledgeable of OSS database utilities and tools 

Understanding of PostgreSQL extensions 

Understanding of replication and high availability tools and methods. Including knowledge on High Availability and Connection Pooling & Load Balancing PostgreSQL workloads 

Understanding on tuning Memory parameters in PostgreSQL 

Gain and share expertise in database technologies other than PostgreSQL including SQL Server and MySQL. 

Experience in collaboration within different organizational teams, including escalation teams and R&D Teams, and 3rd party support partners (Open Source). 

Knowledge of service-oriented architecture. 

Knowledge and experience with the Open Source ecosystem. 

Group 4 – SQL VM 

Hands on experience with either SQL Server or Azure SQL VM 

Heterogeneous Database Management Systems like Oracle, MySQL, DB2 etc. 

Understanding of cloud technology 

An understanding of .Net Framework 

Hands on experience with Windows Administration and Identity Management 

Hands on experience with Storage Management 

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.