Key Responsibilities:
As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and Enterprise Cloud Support Engineering Team and a virtual member of the Azure SQL Cloud (MySQL & PostgreSQL) Product Group.

Responsibilities

As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and Enterprise Cloud Support Engineering Team and a virtual member of the Azure Data Product Group with the following key responsibilities:
Customer Reported Incident Management (CRI Management)
• Continuous engagement with CSS (Product support engineering team) to triage high severity cases, provide them directions/solutions to meet first day resolution (FDR)
• Where a solution is not available encouraging to escalate to Product group and making sure a solution provided for the end customer is as quick as possible
• Follow up on ageing CRIs to make sure end user CSAT for your respective product is met and is getting higher and higher.
• Keep track of Time to Resolve, Time to Escalate metrics and improve them month over month
Supportability
• Identifying trends from incoming CRIs and improve internal support tools.
• Documenting Technical Support Guides for the solutions that have been provided in the recent CRIs so CSS engineers can leverage them if the similar cases repeat in future.
• Contributing to Product Public Documentation.
• Provide continuous feedback to product groups on common customer issues to improve product's success.

Training

• Identifying training needs based on CRI analysis and developing Training plans.
• Either you be the trainer or in some cases coordinate the training from the PG SME for CSS groups.
• Maintain a log of training documentations and make CSS onboarding plans more and more efficient.
• As an escalation engineer become Product SME and lead and drive aging investigations with global CSS teams and help resolve them. During the process train the CSS engineers using the cases on hand and demonstration of product knowledge.