• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

Readiness:

• Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• Deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.
• Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy

Product/Process Improvement:

• Act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.
• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.

Business Integration:

• Use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.
• Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
  
  
  

Required Qualifications:

• 5+ years technical support, technical consulting experience, or information technology experience 
  • (OR) Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.
• Experience in a customer facing or customer support role with  troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment
• Experience with SQL Server or an equivalent database product
• Experience in SQL Server environments and high availability configurations

Other Qualifications:

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.

Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance