Location– Remote PAN India
Overview:
Interested in being on the cutting edge of Cloud Services? Then come join Aptly as an Embedded Escalation Engineer (EEE) working with Microsoft Fabric Data Warehouse related technologies and work with engineering teams on new services, offerings and features and be the voice of the customer and support to drive readiness and make sure that the right supportability features are built into the product.
Key Responsibilities:
As an Embedded Escalation Engineer (EEE), You will have the following key responsibilities:
- Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience.
- Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues.
- Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.
- Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted.
- As a trusted advisor to the Microsoft Azure team, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today.
- Work across teams: partner with the engineering teams and support to make sure the right tools, telemetry, training and troubleshooting guides are available for new releases or features and Performed product beta testing.
- As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners, customers and team members.
- Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty.
Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to impact key business results.
Qualifications
To be successful in this role, the following skills and experience is desired:
Required Qualifications:
- 3+ years of 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.
- 2+ years of experience in one or more of the following:
- Microsoft Azure Platform
- Cloud Computing
- Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)
- Synapse Dedicated Pool and Synapse Serverless Pool
- Other cloud or on prem Datawarehouse system
- Cloud Database system such as Azure SQL DB
- Familiarity with development: tools, language, process, methods, troubleshooting o Experience with Data Integration & Governance solutions and services
- Experience in Relational, Non-relational databases, RDMS such as Microsoft SQL Server.
- Security and network related knowledge.
- Development/Coding: o Experience with SQL, C#, JAVA, .NET, PowerShell, CLI, REST concepts o Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product
- Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
Preferred Qualifications:
- BS in computer science or engineering or equivalent industry experience is preferred.
- Experience in a Tier 2/3 customer service environment
Soft Skills:
- Leadership – handle technically challenging and politically hot customer situations.
- Strong communications skills – excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience.
- Advanced and proven writing skills of technical documentation.
- Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of environments.
- Ability to deal with ambiguity under continual deadline constraints.
