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With over 15,000 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.
Within Customer Service and Support (CSS), our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.This role is flexible in that you can work up to 50% 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
- 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
- Identify cases that require escalation (either technically or strategically)
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
- Provide ramp-up activities, knowledge sharing, technical coaching and mentoring
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
- Identify potential product defects, contributing to Microsoft product improvements
Qualifications
Language Qualification
Mandarin Language: fluent in reading, writing and speaking.
English Language: confident in reading, writing and speaking.
Required skills
- Experience with one or more Big Data or Analytics Products and Services: Hadoop, Spark, Hive, HBase, Kafka, Azure HDInsight, Azure Databricks
- Open Source Ecosystem (Apache, etc.)
- Basic computer networking knowledge
- Basic Linux knowledge
- Experienced in one of Python, Java, Scala or R coding skills
- Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft
- Effective learning skills
- Troubleshooting, debugging, and problem-solving skills
Experience in one or more of these areas desirable
- Experience in RDBMS such as Microsoft SQL Server and Microsoft BI technologies including SQL Server Analysis Services, SQL Server Integration Services
- Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines
- Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner
- Ability to distill, prioritize and act on feedback from a variety of sources
- Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or I.T. consulting, customer or technical support or consulting or end-user support.
Education / Experience
BS or MS Degree in computer science, or the equivalent in work experience.
3+ years technical support, technical consulting experience, or software development using Python/Java/Scala
Key Words
Spark, Hive, Azure Databricks, Azure HDInsight, troubleshooting, developer
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.
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