Mission Critical SR Customer Engineer
Microsoft
San Jose, San José, Costa Rica
hace 3 días

As a Mission Critical SR Customer Engineer for Mission Critical customers, you will represent Microsoft, deliver onsite and remote services and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with Mission Critical customers.

Also, acts as key technical leaders for the customer, primarily focused on proactive services such as education workshops, delivering assessments and providing tailored guidance.

Troubleshooting skills are essential as this role will include working with Microsoft Premier / Unified Support to expedite incident resolution.

The role can include a mixture of short and long-term customer engagements.

Responsibilities

  • Act as the technical customer lead for proactive and reactive service delivery for mission critical customer accounts
  • Demonstrate strong interpersonal and communication skills , while working with diverse audiences including highly technical IT professionals, developers, architects, CSAMs, DSEs and executive account management
  • Maintain strong relationships with customer contacts to ensure a successful customer experience
  • Lead regular triage meetings to share lesion learned with customers, engineers and TAMs, and defines mitigation strategies to ensure customer solutions run efficiently
  • The potential to develop IP to support delivery excellence, custom scripts to monitor or fix issues, or create customer specific content;
  • this may involve writing sample code or new IP development type of work

  • Manage crisis situations that may involve politically challenging issues with diverse audiences and participate in the 24X7 on-call rotation model
  • Available to travel within the LATAM region to conduct lifecycle related assessments and reviews, to ensure timely delivery (travel is up to 25%)
  • Collaborate with Product Groups, Service Engineering and other technical teams within Microsoft
  • Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while e balancing multiple demands, addressing shifting priorities, and maintaining focus
  • Train and mentor others, across regional and global team and help with onboarding of new engineers
  • Share lessons learned with customers, engineers and account managers. Define mitigation strategies to ensure customer solutions run efficiently

  • Ensure SMC lifecycle technical documentation, customer specific training documentation and custom customer education sessions
  • Qualifications

  • 3+ years of working experience with Microsoft Server products and implementation / deployment of Azure Cloud based solutions (architecture, design, deployment of SQL, COSMOS DB and BigData)
  • Broad and depth skills on Azure Cloud Platform. Experienced in Azure Design Review and deployment, have knowledge of Azure IaaS, High Availability, Azure Virtual Machine, Clustering, service resilience and distributed systems
  • Candidates with Azure PaaS, Dev Ops, Azure Web Apps and Application Insights technologies will be preferable.
  • 3+ years, experience of SQL Server 2008 / 2012 / 2014 / 2016 products
  • Experience with DBA, design, Implementation, DB Analysis, SQL performance tuning and optimization
  • Experience with High Availability / Disaster Recovery solutions such as Failover Clustering, Database Mirroring, Always On, Availability Groups, and Replication etc.
  • Strong troubleshooting skill set in SQL Server including, but not limited to performance tuning, optimization and security models.
  • Knowledge on Data Engine / Storage / DB Mirroring / Replication and linked servers
  • Practical experience designing / building large OLTP DB systems
  • Strong knowledge of SQL Server Internals and ability to debug a plus
  • Must have the ability to create custom IPs, or provide proactive resolutions to frequent issues
  • Experience with troubleshooting, configuring and supporting Network and Hybrid scenarios
  • Solid understanding of client / server, networking, and Internet technologies fundamentals.
  • 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

  • Understanding of n-tier solutions and ITIL best practices
  • Technical Delivery and Customer facing presentation skills with a high degree of comfort with both large and small audiences
  • Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
  • Key Skills & Knowledge :

  • Strong problem-solving and technical leadership skills
  • Works well in a global team environment, a rapid learner
  • Excellent communication and presentation skills in front of small and large audiences - spoken and written Spanish, English and Portuguese
  • Effective learning skills, desired background in Microsoft technologies
  • Experience within AWS or other Cloud Services Candidates with Service engineer or system engineer background will be preferable Open source and Linux skills
  • Understanding of and experience with ITIL / IT Service Management and / or DevOps practices
  • 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

    Location :
  • Costa Rica
  • Costa Rica
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