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Job Title

Azure Synapse/Data Explorer/Fabric Technical Support Engineer

Department

Customer Support

Level

Engineer/Junior

Location

Amman

Role Description

The Azure Synapse Support team at Microsoft is a group of dedicated, technology-oriented, customer-obsessed professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction through a connected customer experience. Our goal is to facilitate and accelerate the consumption of Microsoft Data technologies in the core operations of enterprises. We work at the forefront of innovation, ensuring smooth operation and optimization of data solutions for a diverse range of client needs. As a Technical Support Engineer, you will work directly with our customers on a range of deeply technical issues encountered in development, test, and production environments. You will be the voice of the customer within Microsoft and will be empowered to take a holistic approach to problem resolution. You will be employed in a flexible work environment and can work from home partially or fully.

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 Skills

  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand the issue. Ensures customers stay informed as to the status or solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
  • Resolves customer issues through problem solving, collaboration, and research. May escalate issues as needed. Documents technical work and research.
  • Performs in-depth product troubleshooting and remediation when needed.
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
  • Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new technical support engineers. Develops intermediate-level competence on support topics.
  • Provides feedback to more senior engineers or the serviceability team on the functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
  • Identifies potential defects and escalates them to more senior engineers to resolve them.
  • Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
  • Identifies and provides feedback to address process gaps to streamline processes and shares best practices broadly.
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to the manager or readiness team.

Qualifications & Certificates

  • Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience
  • A good understanding of relational database management system principles.
  • A good understanding of foundational networking principles.

 

“Nice to have” skills:

  • Any Microsoft Azure Data certifications are a plus.
  • Experience with Azure Synapse Analytics and/or Azure Data Explorer.
  • Experience with Azure SQL DB or SQL Server
  • Experience with Azure Data Explorer
  • Exposure to competing solutions in AWS and GCP.