Responsibilities
Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills.
Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
Engage & coordinate resources from other product support teams as needed to resolve complex, multi-product customer issues.
Represent Microsoft professionally during customer engagements.
Maintain strong working knowledge of products and report software bugs and customer product enhancements to the Product Group.
Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability.
May act as technical focal point in cooperative relationships with other companies.


As a Support Engineer you will have the following impact:
70% Deliver solutions for customer reported incidents for cloud and on-premise data warehouse technologies.
10% Generate feedback to be used in enhancing product and service capability & reliability.
20% Improve the support experience by contributing to enhancements to tooling and troubleshooting process.


Required


Qualifications
At least 2 years experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and/or SQL language.
At least 1 year of experience interacting with customers/end-users in any of the following: customer support, product support, technical support, end-user support, IT Admin support,
Consulting, product development, network operations, software engineering, or I.T. consulting


Other Qualifications Preferred
Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential
Excellent Communication Skills - verbal, listening, and written (including technical writing).
Passion for technology, lifelong learning and professional development.
Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
Strong troubleshooting skills of complex technical issues involving multiple technologies
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