Technical Support Engineer - SQL Cloud
Microsoft
Auckland, Auckland, New Zealand
5d ago

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a 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.

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.

Responsibilities

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners and 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.

You will also :

  • Be responsible for the customer support experience with Microsoft.
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests for product or engineering groups
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
  • Provide ramp activities, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration and engagement outside of CEnS.
  • Lead or participate in building communities with peer delivery roles; this may be workload or specialty specific
  • Qualifications

    What skills do you need to have?

  • Excellent understanding of Database concepts and deployments
  • Experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and, or SQL language
  • Strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
  • Excellent Communication Skills - verbal, listening, and written (including technical writing).
  • Passion for technology, lifelong learning and professional development.
  • What skills are derisible?

  • Experience supporting Azure or other cloud-based solutions
  • Microsoft certifications in data platform or Azure technologies
  • Experience troubleshooting distributed solutions
  • Experience troubleshooting Open Source Databases like MySQL, Postgre SQL, etc.
  • Basic Networking, Storage and Platform troubleshooting skills
  • Screening & Background Checks

  • Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud background check upon hire / transfer and every two years thereafter.
  • Citizenship Verification : This position requires verification of New Zealand Citizenship to meet federal government security requirements.
  • This position may require candidates to undergo a New Zealand Government security clearance.
  • Team Culture and Support

    Our mission is deeply inclusive : empower every person and every organization on the planet to achieve more. We expect each of us to play an active role in creating environments where people of a diverse range of backgrounds are excited to bring all of who they are and do their best work.

    We welcome everyone - women, LGBTQ+, Māori and Pacific people to apply.

    What next?

    Even if you feel you may not meet 100% of the criteria, please apply. You may exceed your own expectations, or we may have another opportunity that suits your potential.

    While we’re not able to reach out directly to every applicant, we will always do our best to help you feel heard and supported throughout the experience.

    Please see our Interview Tips and Accessibility Support

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