With over 18,000 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 Support Escalation Engineer - Data Analysis for Azure Events you will own, troubleshoot and solve complex 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.

You will be part of the Mission Critical Services for Azure Events (MCSAE) team which provides a comprehensive Premier/Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, MCSAE provides a fast reactive support experience if the customer does experience any problems.

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

• Acts as the final point of escalation and resolution for advanced highly complex data and reporting

• Help drive customer success and confidence in the Azure platform

• Provide Best Practice recommendation across the entirety of Azure resources based on Customer solutions.

• Articulate, written and spoken, recommendation to leadership and technical level audiences.

• Navigate complex, strategic, high-profile event requirements and needs.

• Deploy new data tools to the team, gather feedback, implement improvements, and roll out updated versions of tools for continuous optimization.

• Handle ADO tickets related to reporting, automation, and tooling, while supporting day-to-day operations by providing timely resolutions, updates, and ensuring smooth data workflows.

• Design and implement self-service reporting solutions that allow stakeholders to generate their own reports, reducing manual requests and streamlining data access.

• Responsible for creating a centralized hub to streamline access to all Power BI and ADX dashboards.

• Assist team members with technical execution and solutions for new projects, ensuring successful deployment of data-driven initiatives.

• Utilize deep domain knowledge for data engineering, insights generation, and analytics.

• Responsible for maintaining and growing the relationship with the engineering tooling team and interacting with internal tools

• Identify data sources and build code to extract raw data from identified upstream sources using query languages while ensuring accuracy, validity, and reliability of the data across several pipeline components.

Other

• Embody our culture and values .

Qualifications

Required 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.

• Experience working with Azure Cloud Technologies.

• Industry experience with Microsoft Server products.

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.

Additional or Preferred Qualifications

• Ability to build and implement Power BI interfaces to view and manipulate data for reporting on team KPIs.

• Ability to retrieve and analyze data using Kusto Query Language, Power BI, Excel, ADX dashboard and other data management systems.

• Capable of technical implementation of DAX, Power Query, Data Modeling, including but not limited to setting up calculation queries and constructing dashboards.

• Can manage and support business data pipelines and tools, including Azure Data Explorer, Power BI and Power Automate.

• Knowledge of power platform environment (power automate flows, power apps, power pages, and Power BI Semantic Models, etc.).

Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 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 $133,700 - $219,200 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

Microsoft will accept applications for the role until October 20, 2024.

#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) .