Embedded Escalation Engineer Vacancy at Microsoft In Jordan and Portugal

Microsoft is offering a job opportunity in Amman, Jordan and multiple locations in Portugal as an Embedded Escalation Engineer - HDI. As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and Enterprise Cloud Support Engineering Team and a virtual member of the Azure HDInsight Product Group.

The position is primarily “behind the scenes” providing engineering support to the broader Cloud Scale Analytics support delivery teams for incidents that require product group engagement. At the same time, individuals should be capable and prepared to occasionally engage directly with customers to help facilitate incident resolution as appropriate.

Up to 50% work from home

You will have the following key responsibilities such as:

Customer Reported Incident Management (CRI Management)

• Continuous engagement with CSS (Product support engineering team) to triage high severity cases, provide them directions/solutions to meet first day resolution (FDR)
• Keep track of Time to Resolve, Time to Mitigate metrics and improve them month over month.

Supportability

• Identifying trends from incoming CRIs and improve internal support tools.
• Documenting Technical Support Guides for the solutions that have been provided in the recent CRIs so CSS engineers can leverage them if the similar cases repeat in future.

Training

• Identifying training needs based on CRI analysis and coming up with Training plans.
• Maintain a log of training documentations and make CSS onboarding plans more and more efficient.

• Experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.
• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.

Technical Skills:

• Strong proficiency in HDInsight database management
• Familiarity with open-source frameworks such as Hadoop, Spark, Hive, LLAP, Kafka, Storm, and R.
• Understanding of HDInsight’s underlying storage engines
• Experience with replication configuration in HDInsight
• Knowledge of de-facto standards and best practices in HDInsight
• Proficient knowledge and Hands-on experience using Microsoft HDInsight in any of the below scenarios:
• Provision HDInsight instances, both in clustered and non-clustered configurations
• Ensure performance, security, and availability of databases.
• Prepare documentations, troubleshooting guides and specifications.
• Handle common database procedures, such as upgrade, backup, recovery, migration, etc.
• Profile server resource usage optimize and configure, as necessary.
• Microsoft Azure Platform:
• Experience with Cloud Computing & Solutions
• Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)
• Have knowledge and skills for secondary tools such as Microsoft Azure, SQL data warehouse, Azure SQL DB, Visual Studio, etc.
•  Development/Coding:
• Embedded Escalation Engineers are not expected to write product code; however, should be able to apply their code skills and understanding towards efficiently resolving support issues as appropriate.
• Experience with C#, JAVA, .NET, PowerShell, CLI, Microsoft Azure SQL
• Proficient understanding of code versioning tools such as {{Git / Mercurial / SV

  Preferred Qualifications:

• Experience in a Tier 2/3 environment is preferred.
• Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product.
• BS in Computer Science or Engineering or equivalent industry experience commensurate with job expectations is preferred.

About Microsoft:

Microsoft Corporation is an American multinational technology company with headquarters in Redmond, Washington. It develops, manufactures, licenses, supports, and sells computer software, consumer electronics, personal computers, and related services. Its best known software products are the Microsoft Windows line of operating systems, the Microsoft Office suite, and the Internet Explorer and Edge web browsers.

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