⚠️Only available for #residents of #Latinamerica ⚠️
Our client builds smart technology solutions through the combination of artificial intelligence, mobile, and web development for companies in the United States, Canada & Latam. It´s a technology company headquartered in Costa Rica. With operations throughout LATAM. Their core focus is building intelligent tech solutions to help our customers be more efficient in optimizing internal digital processes.
About the job Embedded Escalation Engineer (EEE) - Microsoft Purview
Key Responsibilities:
As an Embedded Escalation Engineer (EEE) within the Customer Service and Support (CSS) Data and Enterprise Cloud Support Engineering Team and a virtual member of the Microsoft Purview Product Group. You will have the following key responsibilities:
- Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience.
- Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or delivery teams to self-resolve the issues.
- Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.
- Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted.
- Work across teams: partner with the engineering and delivery teams to make sure the right tools, telemetry, training and troubleshooting guides are available for new releases or features and Performed product beta testing.
- As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure
- Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners, customers, and team members.
- Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty.
Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to impact key business results. The successful candidate will have a solid understanding of the competitive landscape and use this understanding to influence decision makers in both support and the Microsoft Purview engineering group.
Its your chance to:
- Work directly with Microsoft Purview Product Group to provide world-class engineering support at a product component level.
- Perform complex product debugging and remediation when needed; working alongside the Microsoft Purview development teams to drive support incident resolution for configuration, code, or other service deficiencies impacting customers.
- Embedded Escalation Engineers are not expected to write product code; however, they should be able to apply their coding skills and understanding towards efficiently resolving support issues as appropriate.
- Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories, such as self-healing mechanisms, transparency, automation, and/or increasing the capabilities of Microsoft Purview.
- The position is primarily behind the scenes providing engineering support to the broader Microsoft Governance support delivery teams for incidents that require product group engagement. At the same time, individuals should be capable and prepared to occasionally engage directly with customers to help facilitate incident resolution as appropriate.
- Provide ramp activities for junior engineers, knowledge sharing, technical coaching, and mentoring.
Basic Qualifications:
- 3+ years of experience in a customer-facing or support role in any of the following: product support, developer support, IT DevOps, Systems Development, or Consulting or IT/Network Operations.
- Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.
Technical Skills:
Governance and Compliance:
- Experience on managing an organizations Governance and Compliance solution.
- Experience in organizing and storing the data in a Data Catalog.
- Knowledge on managing data policies, data sharing & access and generating insights.
Microsoft Azure Platform:
- Experience with Cloud Computing & Solutions.
- Microsoft Azure architecture and its components (Purview, Data Factory, Compute, Storage, Management Portal).
- Knowledge and skills for working with various Azure, OnPrem & 3P data sources including Azure SQL DB, Synapse, PowerBI, Oracle, etc.
- Creating and managing automations using Power Automate, Logic Apps etc.
Development/Coding:
- Embedded Escalation Engineers are not expected to write product code; however, they should be able to apply their coding skills and understanding towards efficiently resolving support issues as appropriate.
- Knowledge of working with REST APIs
- Experience with any of the programming languages - C#, .NET, Python, PowerShell etc.
- Managing deployments and code versioning using tools such as Azure DevOps or GitHub.
Preferred Qualifications:
- BS in Computer Science or Engineering or equivalent industry experience commensurate with job expectations is preferred.
- Experience in a Tier 2/3 environment is preferred.
- Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product.
Soft Skills:
- Leadership - handle technically challenging and politically hot customer situations.
- Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience.
- Advanced and proven writing skills of technical documentation.
- Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of environments.
- Ability to deal with ambiguity under continual deadline constraints.