Support Engineer
Kuala Lumpur, Selangor, Malaysia
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Overview
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
When was the last time you got in on the ground floor of a new technology - no, strike that, a new field? We’re expanding the team chartered with creating and delivering a new support experience for customers working in Data and Artificial Intelligence. We need people who love helping customers solve tough problems; people who can develop processes and systems that ensure success for our customers and our team; and those who can thrive in ambiguity (who knows what types of challenges and problems we’ll encounter). Sound fun? Challenging? Tough? If that appeals to you *and* you work well in a team, then we want to hear from you!
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Qualifications
Qualifications:
1. Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines.
2. Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft.
3. A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
4. Ability to distil, prioritize and act on feedback from a variety of sources.
5. Conviction and courage to drive decisions and defend positions as appropriate.
6. Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential
7. Strong troubleshooting skills of complex technical issues involving multiple technologies
8. Collaborative and inclusive mindset
9. Ability to handle high pressure situations well, while maintaining calm and composure in stressful situations is a must.
10. Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involved
11. Ability to handle multiple customer issues and effectively balance your priority need.
12. Bachelor’s degree or higher in any STEM related field that has a significant computing element.
The role would require you to specialize in just one or two of these skill groups.
Group 1 – BD OSS
1. Experience with the Hadoop eco-system and/or knowledge of Spark.
2. Experience with other solutions in the Big Data/Analytics space.
3. Programming & Debugging Experience in some or all of: C#, PowerShell, Java, Python, R and Scala.
4. Experience with Linux.
5. A preferred candidate would have some knowledge of the Microsoft Azure Eco system with a focus on Azure HDInsight and/or Azure Databricks.
Group 2 – BD CDB
1. Experience in any RDBMS or an understanding of general RDBMS concepts would be considered a plus.
2. Experience with any NoSQL database systems like Mongo DB, Cassandra DB, etc.
3. A preferred candidate would have some knowledge of the Microsoft Azure Eco system with a focus on Azure Cosmos DB and/or Azure Data Explorer.
Group 3 – BD DM
1. An understanding and experience of any ETL type system.
2. Experience in any RDBMS or an understanding of general RDBMS concepts would be considered a plus.
3. The ability to write efficient SQL queries.
4. An understanding of general networking principles.
5. A preferred candidate would have some knowledge of the Microsoft Azure Eco system with a focus on Azure Data Factory and Azure Stream Analytics.
Group 4 – Azure Data Warehouse
1. Experience supporting Azure or other cloud-based solutions, and knowledge of orchestration applications such as SSIS, or Azure Data Factory
2. Competency with Windows, networking, Active Directory, Clustering or virtualization
3. Experience managing applications and services through PowerShell, Bash or similar scripting languages
4. Knowledge of BI integration tools such as Informatica, Power BI, Tableau.
Group 5 – Azure SQL DB
1. Experience with Microsoft SQL Server either on-premises or Azure DB, or experience with MySQL, PostgreSQL or MariaDB
2. Knowledge of Microsoft SQL Server 2012 / 2014 /SQL 2016 at dev level (SQL language, Stored Procedures, etc.)
3. Experience with Azure Data Migration Services and/or SQL Server Data Migration Assistant
4. Linux/Unix Administration is a plus
5. Competency with Windows, networking, Active Directory, Clustering or virtualization
6. Experience managing applications and services through PowerShell, Bash or similar scripting languages
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
Responsibilities Include:
1. Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service to provide in-depth technical support for complex escalated problems identified in Microsoft software products or services and manage relationships with those customers. Occasionally, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills.
2. Provide advanced troubleshooting to analyse problems and develop solutions to meet customer needs.
3. Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
4. Maintain strong working knowledge of products and report software bugs and customer product enhancements to the Product Group.
5. May act as technical focal point in cooperative relationships with other companies.
6. Determine the best approach for resolving complex technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer.
7. Engage and collaborate with other Microsoft groups, including escalation teams and the R&D Team, and 3rd party support partner (Open Source), in gaining resolution to critical, complex issues.
8. Provide exceptional customer service in politically charged environments.
9. Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact.
10. Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points.
11. Participate in planned team-wide shift rotations to cover business needs, including 24x7 “on-call” responsibilities and weekend work, with the ability to work a flexible schedule, cover weekends, and/or cover a 10-7 shifts.
12. Present technical content to various audiences including customers, partners, and internal stakeholders.
13. Provide consulting services to partners and customers to increase product market share.
Your Responsibilities
• 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
