Microsoft Embedded Escalation Engineer – SQL VM 

Taiwan, Taoyuan City 

986137636

As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and Enterprise Cloud Support Engineering Team and a virtual member of the Azure SQL VM Product Group. You will have the following key responsibilities:
• Lead engineering investigations to bring quicker issue resolution to support incidents impacting our 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.
• Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; 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 being impacted.
• As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology 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/UDE 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, customers and team members.
• Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty.

It’s your chance to:
• Work directly with our SQL Server on Azure VM Product Group to provide world-class engineering support at a product component level.
• Perform complex product debugging and remediation when needed; working alongside the Azure SQL Cloud development teams to drive support incident resolution for configuration, code, or other service deficiencies impacting customers.
• Embedded Escalation Engineers are not expected to write product code; however, should be able to apply their code skills and understanding towards efficiently resolving support issues as appropriate.
• Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them 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 of Azure SQL Cloud Services.
• Provide periodic on-call rotation (low frequency) service as primary response to service escalations.
• The position is primarily “behind the scenes” providing engineering support to the broader Microsoft SQL Cloud support delivery teams for incidents that require product group engagement. At the same time, individuals should be capable and prepared to occasionally engage directly with customers to help facilitate incident resolution as appropriate.

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
o OR 5+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

Language Qualification
English Language: fluent in reading, writing and speaking.

• 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 Microsoft Azure Platform: Cloud Computing, Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal), Azure SQL VM and SQL Cloud technologies
• Familiarity with development: tools, language, process, methods, troubleshooting
o Experience with Data Integration solutions and services
o Experience with JSON, Markdown Language, Azure DevOps is a plus
• Development/Coding:
o Experience with C#, JAVA, .NET, PowerShell, CLI, Microsoft Azure SQL preferred
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

kills:

• Passion for technology and customer supportability

• Leadership - handle technically challenging and politically hot customer situations

• Strong 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 likeTeams

• 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

• Escalation management.

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.

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.