Microsoft Embedded Escalation Engineer - Azure Machine Learning EEE 

Canada, British Columbia, Vancouver 

492433741

Interested in being on thecutting edge

As EEE, you will be part ofAI supportability

Required/Minimum Qualifications

• 7+ years technical support, technical consulting experience, or information technology experience

o 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.

Other Requirements

• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirementsinclude, butare 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.

Additional or Preferred Qualifications

• Microsoft Technology Certifications.•
• 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, Systems Development, or Consulting or IT/Network Operations.
• 2+ years of experience in one or more of the following:

o Deep understanding of Cloud services (Preferably Azure), (Experience with other cloud service like AWS is also a plus)
o Experience in Azure architecture and its components (Compute, Storage, ARM, Networking)
o Microsoft AI services – Azure Machine Learning
o Python, R, REST concepts, .NET, Java, JavaScript, Scala, C/C++ and debugging
o Familiarity with development: tools, language, process, methods, troubleshooting
o Experience with Data Science, generative AI solutions
o Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product

• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
  • Passion for technology and customer supportability
  • Leadership - handle technically challenging and politically hot customer situations
  • Communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
  • Ability to drive meetings and discussions remotely with authority
  • Ability to develop and nurture relationships over long distances and remote technologies like Skype
  • Ability to partner within virtual teams and execute multiple technical initiatives simultaneously
  • Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of environments
  • Ability to prioritize core role responsibilities vs. other work requests received
  • Logical and critical thinking
  • Ability to deal with ambiguity under continual deadline constraints

Technical Support Engineering IC5 - The typical base pay range for this role across Canada is CAD $118,800 - CAD $214,800 per year.

Find additional pay information here:

As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and AI Support Engineering Team and a virtual member of the AI Product Group. You will have the following key responsibilities:

• Lead engineering investigations to bring quicker issue resolution to support incidentsimpactingour customers and improve customer experience.
• Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues.
• Identifyemerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/oreliminatethem from the workflow. This can include a range of potential work itemcategories,such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.
• Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from beingimpacted.
• As a trusted advisor to the Microsoft Azure engineering team and thesupportabilityTechnology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today.
• As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners,customersand team members.
• Able to work well in challenging situations whileexhibitingflexibility and abilitytolerateand manage through ambiguity and uncertainty.
• Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, anddemonstratethe ability to build broad relationships with the right influencers,leveragingthose relationships toimpact

your chance to:

• Work directly with ourAIProduct Group to provide world-class engineering support at a productcomponentlevel.
• Perform complex product debugging and remediation when needed; working alongside theAIdevelopment teams to drive support incident resolution for configuration, code, or other service deficienciesimpactingcustomers.
• Embedded Escalation Engineers are not expected to write product code; however,shouldbe able to apply their code skills and understanding towards efficiently resolving support issues asappropriate.
• Identifyemerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/oreliminatethem from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, transparency, automation, and/or increasing the capabilities ofAICloud Services.

• Embody our