Support Escalation Engineer -Data Platform SQL Core

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s 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 complex 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.

Microsoft’s 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.

• 7+ years technical support, technical consulting experience, or information technology related field experience 
• 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.
• A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
• Ability to distil, prioritize and act on feedback from a variety of sources.
• Conviction and courage to drive decisions and defend positions as appropriate.
• Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential
• Strong troubleshooting skills of complex technical issues involving multiple technologies
• Collaborative and inclusive mindset
• Ability to handle high pressure situations well, while maintaining calm and composure in stressful situations is a must.
• Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involved
• Ability to handle multiple customer issues and effectively balance your priority need.
• Bachelor’s degree or higher in any STEM related field that has a significant computing element

Required (but not limited to the below) Skills & experience in the following areas:

• MS SQL Server DBA experience
• Installing, upgrading & updating SQL Server
• Configuring & Administrating SQL Server and SQL Server on Azure VM as per best practices.
• Backup Strategies
• Performance Tuning & optimizing.
• High Availability & DR solutions (AlwaysOn Availability Groups, FCI, Windows Server Clustering Service, Replication, LogShipping)
• Security (Encryption at rest(TDE), Encryption in transit(SSL))
• Compression
• Understanding of Database properties and advanced configuration options
• Table Partitioning

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.

• 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 analyses 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.
• Present technical content to various audiences including customers, partners, and internal stakeholders.
• Provide consulting services to partners and customers to increase product market share.
• Participate in planned team-wide shift rotations to cover business needs, including “after hour on-call” responsibilities and weekend work, with the ability to work a flexible schedule, cover weekends, public holiday and/or cover shift arrangement.
• This job is for a Tuesday to Saturday Shift [7:00-16:00 UTC+8]. This shift may change in the future based on business needs.