Your Responsibilities
• 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

Language Qualification
English Language: fluent in reading, writing and speaking.

Required
• At least 2 years of experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment
• At least 2 years of experience with SQL Server or an equivalent database product
• Solid knowledge on performance tuning and database design, T-SQL language
• Experience in capacity planning, sizing SQL Server environments and high availability configurations

Experience in one or more of these areas desirable
• Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems, migrating databases to the cloud or upgrading from one version of Microsoft SQL Server to a higher version.
• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
• Other experience such as:
o Containers: docker, k8, open shift, cloud storage, flannel
o Big Data: spark, yarn, livy, zookeeper, ranger, knox, polybase
o Machine Learning: sparkSQL, java, scala, python, jupyter
o Data Sources: mongodb, cloudera, teradata, Oracle, DB2
o Monitoring: collectd, graphana, fluentd, influxdb, elastic search
o Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)

English Language: confident in reading, writing and speaking.

The ideal candidate will have practical experience in the following Technologies: -

Good knowledge of Microsoft SQL Server 2008 R2 / 2012 / 2014 /2016 /2017 /2019 at administrative level (Installation, index and table maintenance, backups etc.)

Good knowledge of Microsoft SQL Server 2008 R2 / 2012 / 2014/2016/2017/2019 at dev level (SQL language, Stored Procedures, etc.)

Windows Operating System background