The main function of a Support Engineer is to provide technical assistance to computer system users. A typical Support Engineer is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
• 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
• 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.
• 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
Skills Required
- BE/BTech degree
- At least 3 years supporting or maintaining complex mission-critical database solutions, RDBMS technologies, and/or SQL
- At least 3 years interacting with customers or end users in a technical support, IT administration, consulting, software engineering, network operations, or related role
- Strong customer service, logical problem-solving, communication, and teamwork skills
- Excellent verbal, listening, written, and technical writing skills
- Experience creating technical documentation and sharing knowledge through training and mentoring
- Strong troubleshooting skills involving complex technical issues and multiple technologies
- Adaptability, flexibility, and ability to work effectively under pressure and tight deadlines
- Passion for technology, lifelong learning, and professional development
What We Do
ITMiracle Corporation is a technology consulting firm helping organizations modernize legacy systems and build data and AI capabilities. It designs Databricks lakehouse architectures, migrates and optimizes data workloads, develops applied AI solutions, and establishes data governance and security foundations. Its services span transformation strategy, Databricks engineering, AI delivery, and ongoing platform optimization, connecting enterprise data initiatives to measurable business outcomes.
