Embedded Escalation Engineer (EEE) - Azure SQL MI - (GS)

⚠️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) - Azure SQL MI

Key Responsibilities:

As an Embedded Escalation Engineer (EEE) within Customer Service and Support (CSS) Data and Enterprise Cloud Support Engineering Team and a virtual member of the Azure SQL Managed Instance 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 support 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.
• 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 SQL Engineering Groups.

Its your chance to:

• Work directly with our Azure SQL Managed Instance Product Group to provide world-class engineering support at a product component level.
• Perform complex product debugging and remediation when needed; working alongside the Azure SQL Cloud 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, should be able to apply their code 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 Azure SQL Cloud Services.
• Provide periodic on-call rotation (low frequency) service as primary response to service escalations.
• The position is primarily behind the scenes providing engineering support to the broader Microsoft SQL Cloud 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.

Required Qualifications:

• 5+ years of experience on various versions of SQL Server Engine product. Azure SQL Managed Instance experience is a plus.
• 3+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.
• 2+ years of experience in one or more of the following:
  • Microsoft Azure Platform:
    • Cloud Computing
    • Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)
    • Azure SQL cloud technologies

• Familiarity with networking setup and troubleshooting
• Experience with Azure Networking is a plus
• Familiarity with development: tools, language, process, methods, troubleshooting
• Experience with Data Integration solutions and services
• Experience with JSON, Markdown Language, Azure DevOps
• Development/Coding:
  • Experience with C#, JAVA, .NET, PowerShell, CLI
  • Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product

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

Preferred Qualifications:

• Experience in a Tier 2/3 environment is preferred
• BS in computer science or engineering or equivalent industry experience is preferred.
• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Soft Skills:

• Passion for technology and customer supportability
• 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
• Ability to drive meetings and discussions remotely with authority
• Ability to develop and nurture relationships over long distances and remote technologies like Skype
• Ability to partner within virtual teams and execute multiple technical initiatives simultaneously
• Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of environments
• Ability to prioritize core role responsibilities vs. other work requests received
• Logical and critical thinking
• Ability to deal with ambiguity under continual deadline constraints