Job Description

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsofts 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.In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.This role is flexible in that you can work up to 50% from home.Microsofts 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 review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness

• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product/Process Improvement

• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

Qualifications:Required3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience

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

o Azure Data Factoryo Hadoop, Spark, Hive, Azure HDInsight, Azure Databrickso Azure Cosmos DB, NoSQL Services, MongoDBo Data Lakeo Cloud Streaming technologies

• Open Source Ecosystem (Linux, Apache, etc.)

• Developer Experience: Python, Scala, R

• 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

• Experience in RDMS 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

• BA, BS degree

Language QualificationEnglish Language: fluent in reading, writing and speaking.Required\xc2\xb7 Experience with one or more Big Data or Analytics Products and Services\xc2\xb7 Strong knowledge of: Bigdata technologies like Hadoop, Spark, Hive, HBase, Kafka and Azure HDInsight\xc2\xb7 Cloud streaming technologies\xc2\xb7 Open-Source Ecosystem (Linux, Apache, etc.)\xc2\xb7 Developer Experience: Python, Scala, scription is an additional add on.\xc2\xb7 Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment/decision making ability.\xc2\xb7 Adaptability, flexibility, and the ability to do the right thing under pressure and tight deadlines\xc2\xb7 Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft\xc2\xb7 Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner\xc2\xb7 Ability to distill, prioritize and act on feedback from a variety of sourcesResponsibilities\xc2\xb7 Responsible for the customer support experience with Microsoft\xc2\xb7 Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)\xc2\xb7 Identify cases that require escalation (either technically or strategically)\xc2\xb7 Create and maintain incident management requests to product group or engineering group\xc2\xb7 Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience\xc2\xb7 Provide ramp activities, knowledge sharing, technical coaching, and mentoring\xc2\xb7 Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)\xc2\xb7 Lead or participate in building communities with peer delivery roles; may be workload or specialty specificAbility 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 .

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