Embedded Escalation Engineer

Embedded Escalation Engineer

3-6 years
Not Specified

Job Description

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.
Interested in being on the cutting edge of Cloud Services Then come join Microsoft as an Embedded Escalation Engineer (EEE) working with Azure SQL Cloud (MySQL & PostgreSQL) and related technologies.

We are building an engineering team within support to be the differentiator in the marketplace and need the best and brightest to take our Azure SQL Cloud (MySQL & PostgreSQL) solutions to the next level.

Key Responsibilities:
As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and Enterprise Cloud Support Engineering Team and a virtual member of the Azure SQL Cloud (MySQL & PostgreSQL) Product Group.

As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and Enterprise Cloud Support Engineering Team and a virtual member of the Azure Data Product Group with the following key responsibilities:
Customer Reported Incident Management (CRI Management)
. Continuous engagement with CSS (Product support engineering team) to triage high severity cases, provide them directions/solutions to meet first day resolution (FDR)
. Where a solution is not available encouraging to escalate to Product group and making sure a solution provided for the end customer is as quick as possible
. Follow up on ageing CRIs to make sure end user CSAT for your respective product is met and is getting higher and higher.
. Keep track of Time to Resolve, Time to Escalate metrics and improve them month over month
. Identifying trends from incoming CRIs and improve internal support tools.
. Documenting Technical Support Guides for the solutions that have been provided in the recent CRIs so CSS engineers can leverage them if the similar cases repeat in future.
. Contributing to Product Public Documentation.
. Provide continuous feedback to product groups on common customer issues to improve product's success.


. Identifying training needs based on CRI analysis and developing Training plans.
. Either you be the trainer or in some cases coordinate the training from the PG SME for CSS groups.
. Maintain a log of training documentations and make CSS onboarding plans more and more efficient.
. As an escalation engineer become Product SME and lead and drive aging investigations with global CSS teams and help resolve them. During the process train the CSS engineers using the cases on hand and demonstration of product knowledge.
It's your chance to:

. Work directly with our Azure SQL Cloud (MySQL & PostgreSQL) Product Group to provide world-class engineering support at a product component level.
. Perform complex product debugging and remediation when needed working alongside the Azure SQL Cloud (MySQL & PostgreSQL) 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 Azure SQL Cloud (MySQL & PostgreSQL) Services.
. The position is primarily behind the scenes providing engineering support to the broader Microsoft SQL Cloud (MySQL & PostgreSQL) 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.

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. to be successful in this role, the following skills and experience is desired:

basic qualifications:
. at least 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.
. superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.

preferred qualifications:
. experience in a tier 2/3 environment is preferred
. bs in computer science or engineering or equivalent industry experience is preferred.
. 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.

technical skills:
. strong proficiency in mysql database management
. familiarity with other sql/nosql databases such as postgresql, mongodb, etc.
. understanding of mysql's underlying storage engines
. experience with replication configuration in mysql
. knowledge of de-facto standards and best practices in mysql
. proficient in writing and optimizing sql statements.
. proficient knowledge and hands-on experience using microsoft sql cloud (mysql & postgresql) in any of the below scenarios:
o provision mysql instances, both in clustered and non-clustered configurations
o ensure performance, security, and availability of databases.
o prepare documentations, troubleshooting guides and specifications.
o handle common database procedures, such as upgrade, backup, recovery, migration, etc.
o profile server resource usage optimize and configure, as necessary.
o collaborate with other team members and stakeholders.
. microsoft azure platform:
o experience with cloud computing & solutions
o microsoft azure architecture and its components (fabric, compute, storage, rdos, management portal)
o have knowledge and skills for secondary tools such as microsoft azure, sql data warehouse, azure sql db, visual studio, etc.

. development/coding:
o experience with c#, java, .net, powershell, cli, microsoft azure sql
o proficient understanding of code versioning tools such as git / mercurial / sv
o service engineering and/or devops experience at internet scale involving user data and/or software development for an enterprise level product

soft skills:
. 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 teams.
. 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.

Job Details

About Microsoft

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. 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.

Job Source : careers.microsoft.com

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