Microsoft Sr Support Escal Eng 

China, Shanghai 

841271360

Qualifications:

English Language: confident in reading, writing, and speaking.

Technical Skills

Knowledge in one of the following areas in Public Cloud (IaaS, PaaS or Data & AI):

1) IaaS:

Knowledge of at least one of the following domains:
Public Cloud architecture and its components (ie. Azure Fabric, Compute, Storage)
Operating System & Networking

2) PaaS

Development experience with one or more languages or frameworks: .NET Core, ASP.NET, Java, Node, Python, PHP and Ruby, WordPress and etc.
Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
OSS (PHP, Python, Node JS, Docker, Linux, CI/CD) or implementation experience.

3) Data & AI

Primary responsibilities and knowledge requirements include a thorough understanding of one or more of the following products/technologies:

Big Data technology like Hadoop/Spark/Databricks/HBase/Kafka, etc.
Relational Database Management Systems like SQL Server, MySQL, PostgreSQL, etc.
Microsoft Business Intelligence products like Power BI, Analysis Service, etc.
MongoDB, Data warehouse, ETL is a big plus.
Expertise in Java, C#, Python is also a big plus.

Required/Minimum Qualifications

10+ years technical support, technical consulting experience, or information technology experience
OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 8+ years technical support, technical consulting experience, or information technology experience.
• Good understanding of Cloud Technologies and market competition environments
• Experiences working in a global organization environment
• Experiences and knowledgeable in driving global process improvement or managing global projects
• Experiences in working with senior leaders as advisor and provide consultations to senior leader with global responsibilities
• Experiences in working with engineering group to drive better customer support experience

Additional or Preferred Qualifications
• Microsoft Technology Certifications

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.

Responsibilities
• Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering
• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific