Support Engineer-SQL
Microsoft
San Jose, San José, Costa Rica
hace 4 días

Do you want to empower every person and every organization on the planet to achieve more? Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?

If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision and our every action :

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true.
  • We are seeking people that think differently and are biased toward action to accomplish great things.

  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
  • In Microsoft Services, we help businesses around the world to accelerate the power of Microsoft products and technologies.

    Working with 60,000 partners worldwide on some of the largest and most complex technological challenges around, we provide technical and support services to 54 million customers.

    Across Enterprise Services and Customer Support Services, we have a global team of 10,000 professionals in 88 countries, and we draw on the full resources of the Microsoft organization worldwide.

    We are looking for a self-motivated, fast learning Support Engineer who enjoys working in an agile environment. Must have strong customer handling skills, passion for technology and excellent technical coaching skills.

    This person will be working with our existing SQL BI technologies as well as the new Azure offerings. Come join the SQL BI Support team to help deliver the best in class customer service for the BI products that will disrupt and transform the market! If you’re looking for big technical challenges, career-growth potential, awesome teammates and a revolutionary product, then BI is the right place for you!

    The Support Engineer is a trusted advisor to IT Professionals, you will have influence over a broad range of solutions that create business value for our customers.

    Your technical and relationship skills are critical to the success of the customer’s perception of value of the Microsoft solution.

    You will have a chance to solve technically complex problems for the some of the world’s largest companies, as well as smaller companies on the leading edge of their industry.

    Responsibilities

    As a Support Engineer you will represent Microsoft in customer communication via phone, email, or chat to assist customers in resolving technical issues involving Microsoft products and services.

    You will have the opportunity to foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.

    It’s your chance to :

  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
  • Exhibit leadership through personal responsibility, accountability and teamwork.
  • Act as a technical focal point in cooperative relationships with other companies.
  • Manage crisis situations that may involve technically challenging issues and diverse audiences.
  • Own and resolve technically complex mission critical or politically hot customer issues
  • Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
  • Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs;
  • this may involve writing code.

  • Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
  • Travel within the US and internationally may be available.
  • Qualifications

  • At least 3 or more of years experience in a customer facing or customer support role with troubleshooting and problem-solving experience in a team environment
  • 3+ years’ in one or more of the following :
  • SQL Server or an equivalent database product.
  • Microsoft SSAS or SSRS or Power BI Report Server or Azure Analysis Services.
  • Competitive Business Intelligence Products.
  • Must have flexibility to support the team on a weekend day as needed.
  • Ability to distill, prioritize and act on feedback from a variety of sources
  • Conviction and courage to drive decisions and defend positions as appropriate
  • Strong troubleshooting skills of complex technical issues involving multiple technologies
  • Collaborative and inclusive mindset
  • Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involved
  • Advaced English level is requiered for this position
  • 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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