Embedded Escalation Engineer (MySQL & PostgreSQL)

Overview

Interested in being on the cutting edge of Cloud Services? Then come join us as an Embedded Escalation Engineer (EEE) working with Open-source databases (MySQL & PostgreSQL) and related technologies.

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 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.

Basic Qualifications:

• At least 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.
• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.
• Familiarity with development: tools, language, process, methods, and troubleshooting.

Preferred Qualifications:

• Experience in a Tier 2/3 environment is preferred
• BS in computer science or engineering or equivalent industry experience is preferred.

Technical Skills:

• Knowledge of MySQL or PostgreSQL features.
• Strong proficiency in MySQL and/or PostgreSQL database management.
• Understanding of MySQLs underlying storage engines, such as InnoDB and MyISAM.
• Hands on experience with PostgreSQL or MySQL database administration, performance tuning and production support in a high volume, customer- facing apps/ environment.
• Collaborate with Development, architecture and release teams providing automation recommendations for effective handling of PostgreSQL database.
• Ensuring the performance, availability, and security of clusters of MySQL instances.
• Experience handling geographically dispersed infrastructure and DR environments.
• Experienced in orchestrating upgrades, backups, and provisioning of database instances.
• Familiarity with other SQL/NoSQL databases such as PostgreSQL, MongoDB, etc.
• Knowledge of limitations in MySQL and their workarounds in contrast to other popular relational databases
• Experience with replication configuration in MySQL
• Proficient understanding of code versioning tools such as {{Git / Mercurial / SVN}}. 
• Proficient in writing and optimizing database queries.
• Knowledge of database design, best practices, and theories that consider security, availability, resilience, and performance requirements.
• Knowledge of database structure languages.
• Experience in Docker containers with Kubernetes preferred.
• Experience in Agile and DevOps methodologies implementation.
• Experience with Data Integration Solutions and services.
• Experience with Open Source technology preferred. 

Microsoft Azure Platform:

• Experience with Cloud Computing & Solutions
• Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)
• Have knowledge and skills for secondary tools such as Microsoft Azure, SQL data warehouse, Visual Studio, Power BI etc.

Development/Coding:

• Escalation Engineers are not expected to write product code; however, they should be able to apply their code skills and understanding towards efficiently resolving support issues as appropriate.
• Proficient understanding of code versioning tools such as {{Git / Mercurial / SV.
• Experience with JSON, C#, .NET, PowerShell, CLI, Microsoft Azure, T-SQL

Soft Skills:

• Passion for technology and customer supportability
• Leadership - handle technically challenging and politically hot customer situations
• Excellent written, verbal, and interpersonal communication skills.
• 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
• Ability to drive meetings and discussions remotely with authority
• Ability to develop and nurture relationships over long distances and remote technologies like Skype
• Ability to partner within virtual teams and execute multiple technical initiatives simultaneously
• Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of environments
• Ability to prioritize core role responsibilities vs. other work requests received
• Logical and critical thinking
• Ability to deal with ambiguity under continual deadline constraints.