Technical Support Engineer (Data & AI – Azure Database for MySQL, and PostgreSQL)

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Microsoft Azure Database for MySQL, and Postgres サポートチームでは、積極的にメンバーを募集しております。 

サポート部門では、お客様のビジネス上の問題解決を高い技術力とサービス精神を持って解決に導く支援をいたしております。 

お客様に対して、最高な Customer Experience を妥協なく追求して提供したいと思える方と共に働きたいと考えています。  Microsoft Azure Database for MySQL, and Postgres サポートチームでは、オープンソースデータベースを中心に、お客様の様々な問題解決を支援しています。 いわゆるHow-toのお問い合わせからお客様の特定の環境のトラブルシューティングなど様々なテーマに対して、深い技術力をもって対応いただきます。  テクニカルサポートチームでは、Azure のデータセンターを運用するエンジニアや、開発部門とも密に連携しながら難易度の高い調査も対応していきます。専門性としては、MySQL及びPostgres を中心に深めていくことになりますが、クラウド基盤としての、Azure 上のネットワークやストレージ、アプリケーションなど、関連する技術についても、理解を深めていただきます。  データベースに関連する知識やご経験や、クラウドに関連する知見などは、大きく活かすことができると思いますが、入社後でも十分にキャッチアップすることはできます。そのため、技術とお客様への情熱と向上心があれば、現時点での経験は必ずしも問いません。ぜひ、サポートサービスの高みを一緒に目指してまいりましょう！！
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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. 

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.

Responsible for the customer support experience with Microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product group/engineering group
Provide ramp activities, knowledge sharing, technical coaching and mentoring
Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

• 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.