With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Escalation Engineer you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution

• You own, investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging).

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 highly complex customer issues, through training and readiness.

Product/Process Improvement

• You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.

Business Integration

• You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

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

• 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.

• 4+ years technical support engineering with SAP Basis Skills: SAP Highly Available/Disaster Recovery (HA/DR) Design and SAP

• 4+ years of experience Operating System(OS) Skills: technical knowledge on at least one of the following – Windows, Linux (SLES (SUSE Linux Enterprise Server), RHEL(Red Hat Enterprise Linux)), UNIX. Knowledge should include performance analysis and debugging. Knowledge of HA/DR technologies, including design and implementation of Geographically Dispersed HA/DR solutions

Other Requirements

• 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.

Preferred Qualificaitons

• 5+ years of experience, preferably supporting SAP Basis Architecture with a mix of architecture and technical lead roles.

• 4+ years of experience with DBMS query languages, like SQL or Kusto query language (KQL)

• Relational Database Management skills (RDBMS): deep knowledge including performance query analysis, sizing, HA/DR and storage/disk design of SAP High-performance Analytical Appliance (HANA)

• At least 1-2 of the following: SQL Server, Oracle, Sybase, DB2, MaxDB

• Hyper-Visor/Cloud/Networking Skills: Able to design, deploy and troubleshoot solutions based on the following: Azure or Amazon Web Services (AWS)

• Experience with scripting and automation

• Troubleshooting skills

• Track record of supporting reliable, highly available and scalable SAP architecture for customers.

• Ability to clearly articulate complex solutions and/or problems.

Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

#CES #CSS #AppsInfra #AzureCore

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .