The Support Engineer is a trusted advisor to IT Professionals. You will have a chance to work with some of the world’s largest companies, as well as smaller companies on the leading edge of their industry. You will solve high level complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
You will represent Microsoft in customer communication via phone, email, chat or on site to assist customers in resolving technical issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.
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.
Primary responsibilities and knowledge requirements include a thorough understanding of one or more of the following products/technologies:
SQL Server, Azure SQL VM, Azure
Heterogeneous Database Management Systems like Oracle, MySQL, DB2 etc.
Understanding of cloud technology is a plus
An understanding of .Net Framework is a plus
An understanding of the Windows Administration is a plus
Microsoft Technology Associate (MTA), MCSA: SQL Server are strongly preferred, but not required at hire. Related field (or equivalent) experience will be considered.
Experience: Support Engineer - 2 years of experience working with the technologies described above
Education: Bachelor’s degree or above required
Language: English oral and written proficiency is required
* This position will require you to work a rotational On-Call schedule, evenings and weekends shifts.