Descrição da Vaga
Premier Field Engineer (PFE) - SQL Primary responsibilities include providing on-site technical support solutions for customer service delivery and availability, while ensuring satisfaction with Microsoft software on the SQL environments. The successful candidate will be capable of providing field technical support presence for groups in the Microsoft Services organization, including but not limited to Premier and Professional Support, Microsoft Consulting Services, and escalation engineers. The Premier Field Engineer acts as the primary onsite technical contact, providing customer visibility, advanced technical troubleshooting support and problem resolution for Product Support Services and corporate customers, including issues escalated to the highest levels of management. The candidate will provide technical support including product technical training onsite, as well as via telephone, and electronic media. Candidate must be able to manage hot issues by setting customer expectations, devising and implementing action plans, being available 24x7 and professionally communicating to all parties involved. Fluent portuguese speaking is a requirement. Remote applicants will not be considered. Recommended qualifications include: Superior problem solving and troubleshooting skills at the System Engineer level; exceptional customer service, overall communication and technical writing skills. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level; Must possess the ability to work independently with minimal management supervision and as part of nationwide team of engineers; Demonstrated aptitude for providing exceptional customer service in politically charged environments; Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development; Ability to apply technology to improve existing products and systems at customers and for internal use; Ability to actively participate in team support by proposing and implementing solutions; Assist in developing strategies to gain additional Premier support accounts by contacting and establishing relationships with Premier Support Managers and Technical Account Managers. Requirements and skills for this position include: ? Deep technical familiarity with Microsoft database technologies. Solid understanding of database technologies, networking, and Internet fundamentals. A superior knowledge and demonstrated technical proficiency in queries performance optimization, managing SQL environments with experience in troubleshooting medium to large environments. The candidate should be able to troubleshoot all aspects of SQL effectively and understand the product in detail. ? Excellent interpersonal, verbal and written communications, analytical and presentation skills. ? Ability to deliver presentations, discuss SQL and complimentary products at a solutions level. ? Ability to manage customer escalations and work under pressure. Exceptional Responsiveness to customers: Outstanding demonstrated ability in developing strategic ongoing customer relationships, gaining trust and respect for the company. ? Capabilities to operate in a flexible team environment with minimal supervision Responsibilities include: ? Maintaining and executing Service Delivery Plans for multiple customer SQL environments to bring them to a healthy state. ? Deliver proactive onsite support and knowledge transfer on SQL to multiple customers to prevent future incidents. ? Deliver reactive onsite SQL support when requested. ? Deliver SKU services and customized workshops. ? Maintain deep knowledge of latest SQL products and configurations of Enterprise Customers by continuously increasing technical knowledge. ? Assist with other support incidents within the Global Technical Support Center (GTSC) where possible. Technical Abilities: ? Accountable for root cause analysis, prevention and knowledge transfer, identifies routine bugs. Possesses deep technical expertise in SQL Server 2008/2012/2014/2016. ? Solves complex technical problems through sound, creative troubleshooting. ? Examines possible workarounds and escalates as required. ? Is expected to identify customer opportunities for proactive delivery offerings. ? Handles difficult cases, involving broad & complex technical skills for two or more technical specialties. ? Demonstrates the ability to identify & escalate non-routine bugs. Is expected to participate in the evolution of proactive service offerings and having an overall impact on the advancement of the Service Catalogue. ? Handles difficult cases, involving broad & complex technical skills for two or more technical specialties. ? Also demonstrates the ability to identify & escalate non-routine bugs. ? Is expected to participate in the evolution of proactive service offerings, having an overall impact on the advancement of the Service Catalogue. ? Possesses deep technical expertise in all parts of SQL Server. ? Is a recognized expert in the troubleshooting / debugging of complex issues sometimes involving multiple technologies ? The position requires a technically superior Field Engineer who is resourceful, confident under pressure, and has demonstrated deep technical SQL database design, implementation, optimization and support expertise. In addition, it requires solid understanding of standard computer and networking concepts, and Internet fundamentals. Strong technical depth knowledge in Windows Server technologies is required. Secondary expertise in at least one of the following: Debugging skills in the Windows Platform and SQL Programming skills in one or more of the following: T-SQL, VB, VBA, C++, VJ++, VBS, Jscript, HTML/DHTML. SQL Server Integration Services, Reporting Services, Analysis Services and IIS knowledge is required. In addition, Activity Directory, Platform Technologies and infrastructure services skills are required. Good working knowledge of Windows Server, Identity Management, Security, and Client Technologies are essential. Overnight travel is required. Travel requirements vary regionally and could be as much as 50-70%. Candidates must possess current passport or be able to obtain passport within 90 days of hire. They must be available for travel dispatch 24x7x365. Education: College degree, preferably in Computer Science, is required. MCDBA strongly preferred, but not required at hire; however, must be obtained within 12 months of hire. Will consider related field (or equivalent) experience. ? ?