Embedded Escalation Engineer- Azure Cosmos DB

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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.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will be an important member of the Data and AI Cloud Support Team and a virtual member of the Azure Cosmos DB Product Group. Your focus will be on Azure Cosmos DB.

You own, investigate, and solve complex customer technical issues, create great customer and engineer support experiences leveraging AI, collaborate within and across teams to drive product improvement and processes.

This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

This role is flexible in that you can work up to 50% 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.

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience
o OR 5+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

Language Qualification
English Language: fluent in reading, writing and speaking.

• Experience with Azure Cosmos DB or other NoSQL databases.
• Knowledge of networking, security, and performance optimization in cloud environments.
• Familiarity with DevOps practices and tools.
• Strong understanding of cloud computing concepts and technologies, particularly Azure.

• Excellent problem-solving skills and the ability to think critically under pressure.
• Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to a non-technical audience.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

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 thereafter.

• Act as a technical expert and provide advanced troubleshooting and problem resolution for Azure Cosmos DB customers.
• Collaborate closely with the Azure Cosmos DB engineering team to identify, diagnose, and resolve product issues.
• Work directly with customers to understand their technical challenges and provide tailored solutions.
• Develop and maintain deep technical knowledge of Azure Cosmos DB and related technologies.
• Share your knowledge through readiness programs, technical coaching and mentoring of others.
• Create and improve documentation, tools, and processes to enhance the customer support experience.
• Participate in on-call rotations to provide 24/7 support for critical customer issues.
• Mentor and train junior engineers to build a strong and knowledgeable support team.