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Job Title

Technical Support Engineer – SQL MI

Department

Customer Support

Level

Intermediate

Location

Amman, Jordan

Role Description

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email, or the web. They 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 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.

Microsoft SQL Server support is a strategic unit of Microsoft Customer Support Services (CSS). As a support engineer, you will represent Microsoft in customer communication via phone, email, or chat to assist customers in resolving technical issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships and build customer loyalty while effectively managing challenging situations.

The SQL MI Engineer is a trusted advisor to fellow IT professionals, using their technical skills to solve high-level, complex problems involving broad, in-depth product knowledge. Frequently, these problems will not only be technically complex but will also require a customer-oriented mindset. You will have a chance to be involved in troubleshooting various environments for some of the world’s largest companies.

Required Skills

The ideal candidate will be required to have a technical degree or adequate practical background (2–5 years) in the following technologies:

  • Strong knowledge of Microsoft SQL Server 2012, 2014, 2016, 2017–2019, and 2022 at the administrative level (installation, index and table maintenance, backups, etc.)
  • Strong knowledge of Microsoft SQL Server 2012, 2014, 2016, 2017–2019, and 2022 at the dev level (SQL language, stored procedures, etc.)
  • Good Windows Operating System background on threads, processes, and memory management (heap, stack, virtual memory)
  • Performance tuning and optimizing
  • High Availability and DR solutions (Always On Availability Groups, FCI, Windows Server Clustering Service, Replication, LogShipping, Failover Group, MI, Zone Redundancy, MI)
  • Security (encryption at rest (TDE), encryption in transit (SSL))
  • Table Partitioning
  • English Language: confident in reading, writing, and speaking

Qualifications & Certificates

“Nice to have” skills

  • Windows Clustering.
  • Debugging, creating, and reading memory dumps
  • Cloud knowledge (preferably Azure).
  • Excellent understanding of database concepts and deployments.
  • Experience supporting or maintaining complex mission-critical database solutions, RDMS technologies, and/or SQL languages
  • Strong problem-solving and troubleshooting skills and the ability to use various data collection tools and methodologies to analyze problems, determine root causes, and develop solutions
  • Excellent communication skills—verbal, listening, and written (including technical writing).
  • Passion for technology, lifelong learning, and professional development.
  • Experience in one or more of these areas is desirable.
  • 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, PostgreSQL, etc.
  • Basic networking, storage, and platform troubleshooting skills
  • A Microsoft certification (MCSE or MCSD) is also considered a plus.
  • Strong knowledge related to any other relational database (e.g., Oracle) running in a Windows environment
  • Languages German/French/Italian.

 

  Key tasks:

  • Exhibit leadership through personal responsibility, accountability, and teamwork.
  • Act as a technical focal point in cooperative relationships with other companies.
  • Manage crisis situations that may involve technically challenging issues and diverse audiences while ensuring high customer satisfaction.
  • Own and resolve technically complex, mission-critical, or politically hot customer issues.
  • Use trace analysis, debug skills, and other proprietary tools to analyze problems and develop solutions to meet customer needs.
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences, including highly technical IT professionals, developers, architects, and executive management.