Vacancy expired!
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.Are you interested in playing a critical role in SQL Hybrid new releases and readiness? This is an opportunity to work on the modern, comprehensive, enterprise-ready database platform used to transform data into meaningful insights that spur innovation. If you are excited about being part of the future in cloud services and hybrid platform then this role may be for you.Our work positively affects the adoption and perception of product and service quality, improves our brand image, and contributes to building customer loyalty for a lifetime.As a Beta Escalation Engineer, you will positively affect the adoption and perception of product and service quality through the development lifecycle, improve our brand image, and contribute to building lifetime customer loyalty. You will be deeply involved with products and services before they are released, understanding key customer scenarios and providing input to ensure customers are successful once released. Throughout the beta cycle, you will be exposed to information from a variety of feedback channels, aggregating and prioritizing that feedback for the purposes of issue identification and then driving appropriate changes in a product or service and/or driving appropriate actions to mitigate the identified issues.ResponsibilitiesIdentification and PrioritizationIdentifies issues and risks using multiple sources of existing customer data for moderately complex products. Leverages external information (e.g., web, blogs, reviewers, telemetry) to validate and synthesize data into action (e.g., create new diagnostic and telemetry, tools, product changes). Collaborates with delivery team to identify issues and risks.
Performs reviews of feature areas and assesses the potential risk to the customer experience.
Collaborates with engineering and other groups to create automated solutions, workflows, readiness, and/or process improvements for delivery teams and/or customers.
Collaborates with engineering to identify opportunities for new features, tools, or capabilities in products/services.
Presenting Issues and RisksUses a data-driven approach to communicate the customer story and issues with engineering.
Serves as a subject matter expert and trusted advisor to the product group for moderately complex products.
Mitigation ManagementAnticipates issues, assesses impact, identifies and implements mitigation solutions for their area of focus and measures mitigation impact across issue lifecycles and geographies. Collaborates with engineering to drive mitigation.
Provides feedback on biggest pain points and makes recommendations to mitigate them in the future.
Communicates issues, status, mitigation options, and trends to relevant stakeholders; reports the impact of mitigation on operational metrics (e.g., customer satisfaction, cost) and analyzes feedback to drive further improvement in customer experience.
Collaborates bi-directionally with engineering on customer issues or suspected customer issues in effort to guide engineering on how customers will see the issue, their reactions, and questions.
OpportunitiesAnalyzes the experience and the voice of the customer and delivery team at a product line level to identify new opportunities to drive customer loyalty and return on investment (ROI). Raises opportunities to stakeholders for sponsorship, reviews experiences of other business units, and identifies ways to incorporate into their strategies to drive continuous improvement and growth in current and future products/versions.
DataUtilizes data from backend and product data; assists in building dashboards with Customer Service and Support (CSS) and Engineering by filling requests, building out spreadsheets, or identifying data pulls that they need.
TaxonomyHelps manage how products are coded to ensure they receive consistent and meaningful data, as appropriate.
OtherEmbody our culture and values
QualificationsRequired/Minimum Qualifications7+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, or related field AND 2+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).
Microsoft Azure Platform:o Cloud Computingo Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)o Strong networking capabilitieso Familiarity with development: tools, language, process, methods, troubleshootingo SQL Servero SQL Cloud Technologies, particularly Azure SQL VM and/or Managed Instance
Experience with C#, .NET, PowerShell, CLI, Microsoft Azure, T-SQL ( Development or Coding experience with C#, Web API, .Net, Powershell, SQL)
Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product
Additional or Preferred Qualifications5+ years technical support-related call center experience.
2+ years marketing or product experience (e.g., engineering).
Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and conciselyThis position will be be recruiting for 2 Beta Bngineer roles to cover both on premise and cloud parts of SQL Hybrid.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.At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .
Vacancy expired!