Technical Engineer- PowerBI

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, 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)
• 3+ years’ experience in Power BI or other data visualization tools like Tableau or Qlik. with knowledge of Power Query, Data Modelling and Data Transformation using DAX. Strong knowledge of database systems like SQL, SSAS.
• 3+ years of experience in problem solving and advanced troubleshooting, investigating, and fixing production issues in large scale cloud and/or hosted environments with concepts likes networking protocols, ODBC drivers’ connectivity issues with ability to use various data/log collection tools.
• 3+ years of experience Read, write, and debug code or services written in .Net framework or C#/Java or Node with and ability to develop tools for support engineers to resolve customer issues faster.

Preferred Qualifications: 

• BS in computer science or engineering or equivalent industry experience is preferred.
• Experience in a Tier 2/3 customer service environment
• A good understanding of Office 365 Administration
• Background on performing large scale data analysis using AI/ML concepts to get auto insights.
• Chat support experience solving external customer issues.
• Knowledge of scripting language like JavaScript or PowerShell or Typescript or Python.

  Responsibilities

  As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and AI Support Engineering Team and a virtual member of the Power BI Product Group. 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 engineering team and the Serviceability Technology Lead, 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.
  • 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. The successful candidate will have a solid understanding of the competitive landscape and use this understanding to influence decision makers in both support and the Power BI Engineering Groups.

  It’s your chance to:

  • Work directly with our Power BI Product Group to provide world-class engineering support at a product component level.
  • Perform complex product debugging and remediation when needed; working alongside the Power BI development teams to drive support incident resolution for configuration, code, or other service deficiencies impacting customers.
  • 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.
  • Identify emerging trends or recurring 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, transparency, automation, and/or increasing the capabilities of Power BI.
  • Provide periodic on-call rotation (low frequency) service as primary response to service escalations.
  • The position is primarily “behind the scenes” providing engineering support to the broader Power BI 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.

Soft Skills: 

• Systematic problem solving with clean, modular design thinking
• 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.

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