As a PFE engineer for Premier Mission Critical (PMC) customers, you will represent Microsoft, deliver PMC services and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with PMC customers.
Act as the customer lead for Proactive and reactive service delivery for PMC accounts
Responsible for creating PMC lifecycle technical documentations, customer specific training documentation and custom customer education sessions
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, TAMs, DSEs and account executive management.
Maintain strong relationships w/ customer contacts to ensure high CPE
Develop custom scripts to monitor or fix issues, or create customer specific KBs to mitigate customer pains longer term; this may involve writing sample code or new IP development type of work
Manage crisis situations that may involve politically challenging issues and diverse audiences and participate in the 24X7 on-call rotation model.
Available to travel within the US and Canada for assigned PMC customer accounts to conduct PMC lifecycle related assessments / reviews, to ensure timely delivery (up to 20%).
Lead regular triage meetings to share lesion learned with customers, engineers and TAMs, and defines mitigation strategies to ensure customer solutions run efficiently.
Collaborate with other technical teams (EE, PFE, TAMs, Dev. & MCS architect) at Microsoft to deliver product and solution level support
Train and mentor others, across regional teams and help with onboarding of new engineers
Minimum 6+ years, experience of SQL Server 2008/2012/2014/2016 products and Azure PAAS based solution
Experience with DBA, design, Implementation, DB Analysis, SQL performance tuning and optimization
Experience with High Availability/Disaster Recovery solutions such as Failover Clustering, Database Mirroring, Always On, Availability Groups, and Replication etc.
Strong troubleshooting skill set in SQL Server including, but not limited to performance tuning, optimization and security models.
Knowledge on Data Engine / Storage / DB Mirroring / Replication and linked servers
Practical experience designing / building large OLTP DB systems
Strong knowledge of SQL Server Internals and ability to debug a plus
Must have the ability to create custom IPs, or provide proactive resolutions to frequent issues
Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code
Understanding of n-tier solutions and ITIL best practices
Key Skills & Knowledge:
Strong SQL knowledge, DB Analysis, SQL performance tuning and optimization
Customer facing delivery experience both onsite and remote, and presentaion skills
Working experience with solution design, implementation and or support experience of Microsoft technologies
Strong problem-solving and leadership skills. Flexible and works well in a virtual team environment,
Excellent Communication Skills - spoken and written English, knows how to drive value driven conversations
Effective learning skills, knows how to acquire desired background in Microsoft technologies in order to be successful in a service delivery role
Bachelor's Degree in Computer Science, Computer Information System, Math, Engineering, Business, or related field.
about 20%; Intermittently, there will be business need to travel domestic (within US) and international depending on the account you will own
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.