Customer Experience & Success
• Do you want to empower every person and every organization on the planet to achieve more?
• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
• Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
• One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
• Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
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.Responsibilities
Act as a technical focal point in cooperative relationships with other companies.
Manage crisis situations that may involve technically challenging issues and diverse audiences.
Own and resolve technically complex mission critical or politically hot customer issues
Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
Stay up to date on the leading technologies and technical certifications. Contribute to product improvement, and participate in pre-release activities and BETA programs.
Development and delivery of training in person or remote to share knowledge with other engineers. Mentoring of new engineers
Must possess the ability to work independently with minimal management supervision and as part of regional team of engineers;
Superior problem solving and troubleshooting skills;
Demonstrate strong interpersonal and communication skills, create a positive relationship with customers and peers to achieve Win-Win outcomes. Work with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
Demonstrated exceptional customer service in politically charged environments, overall communication and technical writing skills.
Exhibit leadership through personal responsibility, accountability and teamwork.
Experience on implementing ETL/Data Solution/Data Integration/Data Engineer, SQL Server Integration Service – SSIS.
Cloud Computing experience, such as Azure Cloud, Google Cloud, AMS, Alibaba Cloud
Experience with relational DB like SQL server, Oracle, MySQL (DBA is plus)..
Hands-on Debug experience, such as Call stack analysis, trace analysis.
If experienced candidate has network, AD knowledge, it is a plus.
Coding experience is a plus.
Background on CS, IT major.
Exhibit debugging and strong problem-solving skills and communications skills to handle critical circumstances well.
Strong self-learning skill and passionate about embracing new Big Data technologies.
Good spoken and written English.
Microsoft Technology Associate (MTA), MCSA: SQL Server are strongly preferred, but not required at hire. Related field (or equivalent) experience will be considered.
* This position will require you to work a rotational On-Call schedule, evenings and weekend’s shifts.
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.