Support Escalation Engineer - SQL VMMI
Microsoft's Customer Service & Support (CSS) organization delivers an exceptional support experience to customers using Azure SQL Database and SQL Server.
As a Technical Support Engineer, you will own, troubleshoot, and solve customers' technical issues.
This opportunity will allow you to accelerate your career growth, hone problem-solving, collaboration, and research skills, and develop technical proficiency.
Responsibilities
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 analyze 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, the R&D Team, and 3rd party support partners (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 requires shift arrangement, and shift may change in the future based on business needs.
Qualifications
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 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, prioritise 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.
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.
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 needs.
Bachelor's degree or higher in any STEM related field that has a significant computing element.
Required Skills & Experience
At least three years of Technical Support experience with Azure SQL MI, Connectivity, Backup, Restore, Performance, and Replication.
MS SQL Server or Azure SQL 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 & optimisation.
High Availability & DR solutions (AlwaysOn Availability Groups, FCI, Windows Server Clustering Service, Replication, Log Shipping).
Security (Encryption at rest (TDE), Encryption in transit (SSL)).
Compression.
Understanding of Database properties and advanced configuration options.
Coding experience with C#, C++, Java, JavaScript, Python, Scala or Node.js.
To be eligible for this role, applicants must be Australian citizens or New Zealand citizens who are legally entitled to work in Australia without any restrictions.
Advise: The position requires weekend shift and outside office hours on-call rotation coverage.
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 Microsoft Cloud Background Check.
The position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer.
Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
Location: Sydney, New South Wales, Australia.
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