Introduction to Workwarp and Microsoft
Workwarp, in collaboration with Microsoft, is seeking an exceptional Technical Support Engineer to join its team, focusing on Data Warehouse solutions. As a global leader in technology, Microsoft empowers every person and organization on the planet to achieve more. With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is dedicated to delivering a seamless and connected customer experience. The Customer Service & Support (CSS) organization within CE&S builds trust and confidence for every person and organization through delivering a seamless support experience.
About the Role
We are looking for a passionate and skilled Technical Support Engineer – Data Warehouse to own, troubleshoot, and solve complex customer technical issues. This role offers the opportunity to accelerate your career growth by honing your problem-solving, collaboration, and research skills, and developing your technical proficiency. As a Technical Support Engineer, you will be part of the Digital Transformation Platform (DTP) group, delivering world-class support for global customers on their digital transformation journey, with a focus on Data analytics, Artificial Intelligence, IoT, Business Intelligence, and Power BI.
Key Responsibilities
- Response and Resolution: Review highly complex issues, contact customers to understand the issue, and ensure they stay informed about the status and solution. Utilize troubleshooting tools to resolve customer issues and serve as a technical escalation point.
- Complex Case Resolution: Resolve highly complex cases by working on end-to-end case resolution, serving as an escalation point for other engineers, and collaborating with product groups or engineering teams when necessary.
- Product Troubleshooting and Remediation: Perform complex product troubleshooting and remediation, working alongside development teams to drive incident resolution for configuration, code, or service deficiencies impacting customers.
- Cross-Team Collaboration: Collaborate on cross-team and cross-product technical issues, working with resources from other groups, including support engineering groups, product groups, services teams, and account teams, to resolve complex customer issues.
Readiness and Development
Assist in the development of end-to-end readiness programs, such as mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, and writing technical articles, for new and existing technologies. This role also involves contributing to product improvements by filing bugs and design change requests, recommending potential fixes, and reviewing diagnostic processes to design complete systems that simplify tools automation and eliminate systematic diagnostic issues.
Product/Process Improvement
Act as a trusted advisor to the product group in a designated discipline or technology to influence, improve, or propose fixes. Contribute to product improvements and make improvements based on feedback provided, translating feedback into processes and workflows for case resolution. Lead case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions.
Business Integration
Use business integration knowledge to influence strategy when engaging with customers, partners, and teams. Embody Microsoft's culture and values, and be adaptable, flexible, and able to do the right thing under pressure and tight deadlines.
Qualifications and Requirements
To be successful in this role, you will need:
- Required/Minimum Qualifications:
- 5+ years of technical support, technical consulting experience, or information technology experience, preferably in a support role (Azure or other cloud provider)
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or a related field AND 5+ years of technical support, technical consulting experience, or information technology experience
- 2 years of SQL developer experience
- SQL Server Data Warehouse / Azure Synapse or experience in RDMS or equivalent MPP cloud-based databases
- Additional or Preferred Qualifications:
- 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
- Adaptability, flexibility, and the ability to do the right thing under pressure and tight deadlines
- Interpersonal and communication skills, both oral and written, and success in partnering with groups inside and outside of Microsoft
- Self-motivated and independent thinker that 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
Skills and Competencies
The ideal candidate will possess:
- Strong technical skills in Data Warehouse solutions, SQL Server, and Azure Synapse
- Excellent problem-solving, collaboration, and research skills
- Ability to work independently and as part of a team
- Strong communication and interpersonal skills
- Adaptability, flexibility, and ability to work under pressure
Career Growth Opportunities and Learning Benefits
As a Technical Support Engineer – Data Warehouse at Workwarp and Microsoft, you will have the opportunity to:
- Develop your technical proficiency in Data Warehouse solutions and related technologies
- Enhance your problem-solving, collaboration, and research skills
- Work with a talented team of professionals who are passionate about delivering customer success
- Contribute to the development of end-to-end readiness programs and product improvements
- Participate in cross-team and cross-product technical issues, collaborating with various groups to resolve complex customer issues
Work Environment and Company Culture
At Workwarp and Microsoft, we value:
- A culture of inclusion where everyone can thrive at work and beyond
- A growth mindset, innovating to empower others, and collaborating to realize shared goals
- Respect, integrity, and accountability in everything we do
- A flexible work environment, with the option to work up to 100% from home
Compensation, Perks, and Benefits
The typical base pay range for this role across the U.S. is USD $83,400 - $167,800 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Conclusion
If you are a motivated individual with a passion for delivering customer success, we encourage you to apply for this exciting opportunity. As a Technical Support Engineer – Data Warehouse, you will be part of a talented team that is dedicated to delivering a seamless and connected customer experience. Don't miss this chance to accelerate your career growth, develop your technical proficiency, and contribute to the success of our customers. Apply now and join our team of professionals who are shaping the future of technology!
Apply Now