Job Information
Microsoft Corporation Technical Support Engineering in Bangalore, India
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.
Responsibilities
Customer Reported Incident (CRI) Management
Continuous engagement with CSS (Product support engineering team) to triage high severity cases, provide directions/solutions to meet first day resolution (FDR)
Where a solution is not available, escalate to the Product group and making sure a solution is provided for the end customer as quick as possible
Follow up on escalations to make sure end user CSAT for your respective product is met.
Keep track of Time to Resolve, Time to Escalate metrics and improve them month over month
Supportability
Identify trends from incoming CRIs and improve & develop internal support tools.
Document Troubleshooting Guides for prior solutions so CSS engineers can leverage them if the similar cases repeat in future.
Contribute to Product Public Documentation.
Provide continuous feedback to product groups on common customer issues to improve product's success.
* * Training
Identify training needs based on CRI analysis and define training plans.
Either be the trainer or coordinate the training from the PG SME for CSS groups.
Maintain a log of training documentations and make CSS onboarding plans more efficient.
As an escalation engineer become the Product SME to lead and drive investigations with global CSS teams and help resolve them. During the process train the CSS engineers using the cases on hand and demonstration of product knowledge.
Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)
Qualifications
7+ years technical support, technical consulting experience, or information technology experience
OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.
4+ years of hands-on experience developing or supporting Modern Data Warehouse products like Azure Synapse Analytics, Microsoft Fabric Datawarehouse, Azure SQL Data Warehouse or equivalent relational database product related ETL technology such as Azure Data Factory including the following areas:
Data ingestion
Data processing
Data flow orchestration/ETL
Data security
Query Performance
Reporting and Analytics
3 years of professional experience in any of the following:
Microsoft Azure Platform including Cloud Computing
Microsoft Azure architecture and its components (Fabric, Compute, Storage, Network, RDOS, Management Portal)
3+ years of experience in a customer facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, System Development, Consulting, or IT/Network Operations
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 following specialized security screenings: Microsoft Cloud Background Check: This 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .