Technical Support Engineer - Business Intelligence
Microsoft
San Jose, San José, Costa Rica
hace 4 días

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.

With over 17,000 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.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Technical Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web.

They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers.

From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

This role is flexible in that you can work up to 50% from home.

Responsibilities

Response and Resolution

  • You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
  • Readiness

  • You participate in communities with peer delivery roles.
  • You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
  • Product / Process Improvement

  • You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
  • Qualifications

    Required / Minimum Qualifications :

  • 3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
  • Conceptual knowledge of Azure, AWS cloud architecture or any Cloud SaaS experience
  • Excellent communication skills with both written and spoken English
  • BI experience like ETL, Data warehousing management, Data Mining, Report Designer or developer
  • Heterogeneous Database Management Systems like Oracle, MySQL, SAP etc.
  • Programing language such as C#, DAX, MDX, SQL, Python
  • Thorough troubleshooting and problem-solving skills
  • Additional or Preferred Qualifications :

  • Ability to work well in a highly collaborative team
  • Ability to work well in ambiguous situations
  • Computer Science or Engineering related education background. Passion to keep learning advanced BI technologies
  • Experience in one or more of these areas desirable
  • Power BI , Tableau, or similar BI solutions
  • OLAP, Data warehousing or OLTP, Database
  • BI Report developing
  • 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.

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