Technical Support Escalation Engineer - Data Platform

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

 

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence (AI) and Internet of Things (IoT), Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

Interested in being on the cutting edge of Cloud Services? Then come join Microsoft as an Escalation Engineer (EE) working with Azure Databricks and Azure Analytics.  As EE, you will be working with Azure Databricks Engineering team within support to be “the” differentiator in the marketplace and need the best and brightest to take our Azure Databricks and Azure Analytics Service to the next level. 

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.

Responsibilities

As a senior Escalation Engineer (EE) in CSS, you will lead resolution of highly complex technical issues across Microsoft’s Data Platform ecosystem, including SQL Server, Microsoft Fabric, Azure Power BI, Azure Data Factory, Azure HDInsight, Azure Databricks, and Azure Synapse. You will act as a trusted advisor to engineering teams, influence product improvements, and drive supportability initiatives that enhance customer experience.

 

Key Responsibilities

• Own end-to-end resolution of highly complex customer cases, including deep technical troubleshooting and remediation.
• Engage directly with customers to accelerate resolution and restore service.
• Partner with multiple product groups and cross-functional teams to resolve technical issues spanning Data Platform services.
• Lead case triage meetings and knowledge-sharing sessions to develop scalable solutions.
• Identify recurring escalation patterns and drive engineering initiatives to eliminate them through automation, self-healing, and improved diagnostics.
• File impactful bugs and design change requests; validate fixes prior to production release to prevent customer impact.
• Design and implement diagnostic and automation tools to simplify troubleshooting and reduce time-to-resolution.
• Contribute to readiness programs for new technologies and ensure support teams are equipped for emerging workloads.
• Serve as a trusted advisor to product engineering teams, influencing architecture and design decisions for better supportability.
• Bring the customer voice into strategic discussions on Azure Data Platform evolution.
• Drive initiatives for transparency, self-service, and proactive detection across Data Platform services.
• Provide insights on competitive landscape and advocate for improvements that enhance customer experience.

Qualifications

 

Education & Experience

• Bachelor’s degree in Computer Science, IT, or related field AND 5+ years in technical support/escalation roles
  OR 7+ years equivalent experience.

Technical Expertise

• 3+ years in customer-facing or escalation support roles (technical escalation, DevOps, consulting).
• Deep knowledge in one or more:
• Microsoft Azure Platform (Networking, VMs, Storage)
• SQL Server and Azure Data Services: Databricks, Synapse, Data Factory, HDInsight, Power BI, Microsoft Fabric.
• Proficiency in Java, Python, R, Scala, PowerShell, REST concepts.
• Familiarity with development tools, troubleshooting methodologies, and data integration solutions.
• Experience with open-source technologies and service engineering at enterprise scale.
• Superior problem-solving and analytical skills using diverse data collection tools.
• Ability to manage ambiguity, communicate clearly, and influence stakeholders.
• Strong collaboration skills to build relationships across engineering, support, and customer teams.
  
  
  Note: This job required weekend shift and outside office hours on-call rotation coverage. To be eligible for this role, applicants must be Australian or New Zealand citizens who are legally entitled to work in Australia without any restrictions.

 

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.