Embedded Escalation Engineer - Data and Analytics

at  Microsoft

With over 18,000 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 differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence (AI) and Internet of Things (IoT), Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.
Interested in being on the cutting edge of Cloud Services? Then come join Microsoft as an Embedded Escalation Engineer (EEE) - Data and Analytics working with Data technologies such as Microsoft Fabric / Power BI and related technologies.
As EEE, you will be part of Microsoft Fabric / Power BI Supportability team within support to be “the” differentiator in the marketplace and need the best and brightest to take our Business Intelligence and Analytics solutions to the next level.
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.

REQUIRED/MINIMUM QUALIFICATIONS:

• 5+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support
• OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.
• 3+ 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) with problem solving and advanced troubleshooting, investigating, and fixing production issues in large scale cloud and/or hosted environments with concepts likes networking protocols, ODBC drivers’ connectivity issues with ability to use various data/log collection tools.
• 5+ years’ experience in Power BI or other data visualization tools like Tableau or Qlik. with knowledge of Power Query, Data Modelling and Data Transformation. Knowledge of relational and analytics database systems like SQL, SSAS, including the areas like Data ingestion, Data processing, Data flow orchestration/ETL, Data security, Query Performance, Reporting and Analytics
• Ability to Read, write, and debug code or services written in .Net framework or C#/Java or Node with and ability to develop tools for support engineers to resolve customer issues faster.

As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and AI Support Engineering Team and a virtual member of the Microsoft Fabric / Power BI 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 trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today.
• 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 Fabric / Power BI Engineering Groups.

It’s your chance to:

• Work directly with our Microsoft Fabric/ Power BI 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 Fabric / Power BI 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 Microsoft Fabric/ Power BI.
• 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 Fabric/ Power BI 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.