Technical Support Engineer

hace 1 día

San José, Costa Rica Microsoft A tiempo completo

With over 17,000 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.
The Technical Support Engineer - Azure SQL MI 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.
**Responsibilities**:
**Response 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.
**Qualifications**:
**Required/Minimum Qualifications**
- 5+ years technical support, technical consulting experience, or information technol

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