Technical Support Engineer

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Imagine being at the forefront of cutting-edge technology, where your expertise directly impacts the success of global enterprises. As a member of the Cosmos DB support team in CSS, you will play a crucial role in ensuring the reliability and performance of Azure Cosmos DB for our customers. You will diagnose and resolve complex technical issues, collaborate with engineering teams to address product bugs, and provide guidance on best practices. Your contributions will help shape the future of data management and empower customers to achieve more with their data.

Your primary purpose in this role is to provide exceptional support for Azure Cosmos DB, ensuring high availability, performance, and reliability for our customers. You will be responsible for diagnosing and resolving complex technical issues, collaborating with engineering teams to address product bugs, and providing guidance to customers on best practices. This role involves close interaction with customers to understand their needs and challenges, ensuring their satisfaction and success with Cosmos DB. You will also contribute to the continuous improvement of support processes and documentation, leveraging your expertise to enhance the overall customer experience.

This role is flexible in that you can work up to 100% from home.

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.

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Required Qualifications:

• Hands On previous working experience in either Technical support, technical consulting, or information technology OR Bachelor's Degree in Computer Science, Information Technology (IT).

• Experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment.

• Strong understanding of Azure Cosmos DB fundamentals, including its architecture, APIs, and data querying.
• Experience with one or more Database, Big Data or Analytics Products and Services:
• Azure SQL Database / Managed Instance
• Azure Data Factory
• NoSQL Services, MongoDB
• BI experience like ETL, Data warehousing management, Data Mining, Report Designer or developer.
• Open Source Databases (Azure DB for PostgresSQL, Azure Database for MySQL, Azure Database for MariaDB, Azure Cache for Redis).

Any of the below experience is preferred:

• Experience in any RDBMS or an understanding of general RDBMS concepts.
• Experience with any NoSQL database systems like Mongo DB, Cassandra DB, etc.
• Knowledge of the Microsoft Azure Eco system with a focus on Azure Cosmos DB and/or Azure Data Explorer.

Language Qualification:

English Language: confident in reading, writing and speaking. OR

Fluent in German, French, and/or Italian - confident in reading, writing and speaking.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.