Do you enjoy solving technically complex, strategic, and high-profile customer cases? Do you have a good understanding of Database concepts and deployments? Are you passionate about maintaining complex mission critical database solutions? If so, we need you!

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.

Why Microsoft?

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.

The purpose of this role

Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product , configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.

 Responsibilities

• Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering

• 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

Qualifications

What skills do you need to have?

• Excellent understanding of Database concepts and deployments

• Experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and, or SQL language

• Strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

• Excellent Communication Skills - verbal, listening, and written (including technical writing).

• Passion for technology, lifelong learning and professional development.

It would be beneficial if you had:

• Experience supporting Azure or other cloud-based solutions

• Microsoft certifications in data platform or Azure technologies

• Experience troubleshooting distributed solutions

• Experience troubleshooting Open Source Databases like MySQL, Postgre SQL, etc.,

• Basic Networking, Storage and Platform troubleshooting skills

Note - this role requires Australian Citizenship with ability to hold and maintain a Government Security Clearance. 

Team Culture and Support

Microsoft offers a flexible working environment to enable you to better balance your work and life

Microsoft prides itself on the parental and family related leave we offer to help when you need to be with your family

Microsoft provides a vast range of training and learning experiences for their employees from online self-paced training, through to face-to-face conference style learning. We want to invest in your learning, so bring your passion and we will help you find the right path.

You can read about our commitment to Diversity & Inclusion or hear the first hand experience of our people at the Microsoft ANZ Careers Page.

What next? 

 Even if you feel you may not meet 100% of the criteria, please apply. You may exceed your own expectations, or we may have another opportunity that suits your potential.  While we’re not able to reach out directly to every applicant, we will always do our best to help you feel heard and supported throughout the experience.   Please see our FAQs, Interview Tips and Accessibility Support on our Careers Page.

 Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

 Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.