Support Escalation Engineer - Power BI / AAS at Microsoft (Charlotte, NC)

| Charlotte, NC
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Microsoft's mission is to empower every person and every organization on the planet to achieve more, and we're dedicated to this mission across every aspect of our
company. Our culture is centered on embracing a growth mindset and encouraging teams and leaders to bring their best each day. Come build community, explore your passions and do your best work with the Azure Rapid Response (ARR) team!
Azure Rapid Response (ARR) team is a OneService Team Award winner and a true global team staffed in America, Asia, and EMEA. We provide end-to-end Azure solution support for the most critical enterprise customers and the top StartUp's. We are looking for true technical leaders to join us and lead the way! The successful candidate should demonstrate great accountability, customer obsession and technical leadership. Beyond troubleshooting complex technical problems and managing critical situations, the candidate should be passionate about driving bigger impacts - increasing customer values, improving diagnostic tools and/or driving product feedback.
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.ResponsibilitiesResponse and Resolution
  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
  • Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
  • Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Readiness
  • Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.

Product/Process Improvement
  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
  • Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
  • Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
  • Translates feedback and creates processes and workflows for case resolution.
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Business Integration
  • Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Other
  • Embody our culture and values
QualificationsQualifications
Required/Minimum Qualifications
  • 5+ years technical support, technical consulting experience, or information technology experience
    • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.
  • BI experience like ETL, Data warehousing management, Data Mining, Report Designer or developer
  • Conceptual knowledge of Azure, AWS cloud architecture or any Cloud SaaS experience
Additional or Preferred Qualifications
  • Heterogeneous Database Management Systems like Oracle, MySQL, SAP, etc.
  • Strong troubleshooting and problem-solving skills
  • Ability to work well in ambiguous situations
  • Ability to work well in a highly collaborative team
  • Excellent communication skills with both written and spoken English
  • Familiar with programing languages such as DAX or MDX, SQL
  • Experience in one or more of these areas desirable
      • Power BI , Tableau, or similar BI solutions
      • OLAP, Data warehousing or OLTP, Database
      • BI Report developing
  • Microsoft Technology Certifications.
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 .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
More Information on Microsoft
Microsoft operates in the Software industry. The company is located in Redmond, WA. Microsoft was founded in 1975. It has 206870 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 373 open jobs at Microsoft, click here.
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