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Job Title

Technical Support Engineer – MySQL OR ORCAS


Customer Support




Amman, Jordan

Role Description

Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service to provide in-depth technical support for complex, escalated problems identified in Microsoft software products or services and manage relationships with those customers. Occasionally, these problems will not only be technically complex but will also be politically charged situations requiring the highest level of customer focus skills. Provide advanced troubleshooting to analyze problems and develop solutions to meet customer needs. Receive escalated, technically complex, mission-critical, or politically hot customer issues and maintain ownership of the issue until it is resolved completely. Maintain strong working knowledge of products and report software bugs and customer product enhancements to the Product Group. May act as a technical focal point in cooperative relationships with other companies. Determine the best approach for resolving complex technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact on the customer. Engage and collaborate with other Microsoft groups, including escalation teams, the R&D team, and third-party support partners (Open Source), in gaining resolution to critical, complex issues. Provide exceptional customer service in politically charged environments. Create advanced online technical content, including knowledge base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact. Maintain strong working knowledge of all related products, technologies, and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points. Participate in planned team-wide shift rotations to cover business needs, including 24×7 “on-call” responsibilities and weekend work, with the ability to work a flexible schedule, cover weekends, and/or cover 10–7 shifts. Present technical content to various audiences, including customers, partners, and internal stakeholders. Provide consulting services to partners and customers to increase product market share. This job may require you to cover an 8-hour weekend shift [regular hours] as part of a team rotation.

Required Skills

  • Adaptability, flexibility, and the ability to do the right thing under pressure and tight deadlines
  • Great interpersonal and communication skills—both oral and written—and success in partnering with groups inside and outside of Microsoft.
  • A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
  • Ability to distill, prioritize, and act on feedback from a variety of sources.
  • Conviction and courage to drive decisions and defend positions as appropriate.
  • Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment, are essential.
  • Strong troubleshooting skills for complex technical issues involving multiple technologies.
  • A collaborative and inclusive mindset. The ability to handle high-pressure situations well while maintaining calm and composure in stressful situations is a must.
  • Strong ability to lead, perform, and deliver results in high-pressure situations with multiple parties involved.
  • Ability to handle multiple customer issues and effectively balance your priorities.

Qualifications & Certificates

  • A bachelor’s degree or higher in any STEM-related field that has a significant computing element
  • SQL Cloud Some of the below skills and experiences will be good to have for this role: Experience with Microsoft SQL Server, either on-premises or Azure SQL DB Configuring and administering SQL Server as per best practices Performance tuning and optimization Experience with Azure Data Migration Services and/or SQL Server Data Migration Assistant Competency with Windows, networking, Active Directory, clustering, or virtualization Experience managing applications and services through PowerShell, Bash, or similar scripting languages