Technical Support Advisory - Azure Databricks

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

 

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.

 

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

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.

 

Responsibilities

Readiness Development:• Reviews and provides gap analysis, at a global level, to assist with developing readiness plans for delivery partner teams based on skills gap analysis, product needs, etc. Ensures support readiness for internal and external partners, and coordinates with Release Excellence on release management plans for delivery partners. May partner with Delivery partners for enablement and holds Delivery Partner Manager (DPM) responsible for taking ownership in space. Contributes to the creation and implementation of readiness plans and content in collaboration with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team). Teaches technical and non-technical leadership skills to lower-level Technical Support Advisors (TSAs). Serves as subject matter expert in specific area (e.g., performance, connectivity) and displays readiness for area globally. Prepares content and delivery training for L300 certification. Case Management (Delivery Excellence):• Improves team’s problem solving skills, case management, and customer service skills. Promotes continued learning, self-study, and contributions to team knowledge. Drives technical triages on upcoming products/complex technical subjects for overall improvement of team performance across multiple teams. Leverages subject matter expertise to understand and prepare team on what types of issues are expected, and how to approach them. Provides actionable process or technical feedback, at the regional or global level, derived from case reviews to Service Delivery managers, subject matter experts, and Managers at delivery partners. Handles highly complex, political, financial, and executive level cases. Managing Collaborative Activities• Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features. Relays customer feedback towards future product enhancements. Oversees the swarming process to ensure that "silos" are bridged and that individuals first taking issues own it through resolution. Supportability Activities• Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features. Relays customer and product feedback towards future product enhancements. Oversees swarming, emerging issue, and other operational process to ensure that "silos" across functions are bridged and that individuals first taking issues own it through resolution. Collaborate with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team) to drive various improvements that impact quality and efficiency. Process Improvement• Works to refine processes as needed by collaborating with global teams and product groups to influence, improve, and/or propose fixes to the development of products and features. Acts as liaison between engineering teams and support teams to ensure process is refined and works correctly. Serves as an early warning system and is able to put plans in place to mitigate issues and proactively address solutions. Proposes revisions to process and policy KBs to address pain areas for customers and advocates. Collaborate with appropriate contacts (e.g. SDMs, DPMs, M1, SPMs [Supportability Program Managers], Managers of Delivery teams) to drive improvements in quality and efficiency. Evangelizes processes and process improvements. 

Other:

• Embody our Culture and Values

 

Qualifications

Required Qualifications:
• 7+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
• 5+ years prior product, customer support and/or technical support experience.
• Proficient background using Azure Databricks

• Experience with one or more Big Data or Analytics Products and Services (Azure Data Factory, Hadoop, Spark, Hive, Data Lake or Cloud Streaming technologies)
• Competent within Open Source Ecosystem such as Linux or Apache
• Demonstrated developer experience using Python, or Scala, or R
• Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or I.T. consulting, customer or technical support or consulting or end-user support.

• Experience with programming and debugging environments 
• Proficient in RDMS such as Microsoft SQL Server and Microsoft BI technologies including SQL Server Analysis Services, SQL Server Integration Services

 

Other:

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 thereaft. 

 

Preferred Qualifications:

• Knowledge in Azure Networking, Python/Pyspark, and Spark (Apache Spark and or Databricks)

• Experience with Azure Cosmos DB, Azure HDInsight, NoSQL Services, or MongoDB

• Proficient with working under pressure and tight deadlines, demonstrating 

Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft

 

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.

 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

 

#CES #CSS #DTP #DataAI