Join Microsoft as a Technical Support Engineer - Power BI

With a workforce of over 18,000 employees globally, the Microsoft Customer Experience & Success (CE&S) organization is pivotal in crafting and implementing Microsoft's end-to-end customer experience strategy. Be a part of the CE&S team and contribute to a future where customers value not just our cutting-edge products and services, but also our unique and connected customer experience.

About the Role

Within CE&S, the Customer Service & Support (CSS) group builds trust and confidence by offering a seamless support experience. Our mission is to help customers and partners resolve issues swiftly, prevent future problems, and showcase innovative ways to maximize their Microsoft investment. Specifically, our Digital Transformation Platform (DTP) division provides world-class support to global customers on their digital transformation journeys, covering technologies like Data Analytics, AI, IoT, Business Intelligence, Power BI, SQL, Dynamics 365, and Power Platform.

We are currently seeking a passionate and driven individual for the position of Technical Support Engineer - Power BI within the CSS team. In this role, you will be responsible for troubleshooting and solving technical issues for customers. This position offers substantial opportunities for career growth by enhancing your problem-solving, collaboration, research, and technical skills.

Flexible Working Environment

This role is flexible, allowing you to work up to 50% from home.

Microsoft's Mission and Culture

Our mission is to empower every person and organization on the planet to achieve more. We foster a growth mindset, innovate to empower others, and collaborate to achieve our shared goals. Our core values of respect, integrity, and accountability help create an inclusive culture where everyone can thrive both at work and beyond.

Responsibilities

Response and Resolution

• Review complex issues and communicate with customers to understand their challenges, ensuring they stay informed about the status and solutions.
• Utilize troubleshooting tools like event logs and performance traces to resolve customer issues, document technical work and research, and handle escalated cases as necessary.
• Perform in-depth product troubleshooting and remediation when needed.
• Collaborate across teams and products to resolve moderately complex customer issues.

Readiness

• Assist in end-to-end readiness programs, such as mentoring, knowledge sharing, or creating technical documents.
• Develop readiness content and mentor new Technical Support Engineers while building intermediate competence on support topics.

Product/Process Improvement

• Provide feedback on product functionality based on customer engagements and identify potential defects.
• Offer suggestions for automated tool improvements and address process gaps to streamline operations.
• Participate in case triage meetings to share knowledge and identify readiness needs.

Other Responsibilities

Embody and promote Microsoft's culture and values.

Qualifications

Required/Minimum Qualifications

• 3+ years in technical support, consulting, or IT experience, OR a Bachelor's Degree in Computer Science, IT, or related field AND 1+ year in technical support, consulting, or IT experience.
• Ability to meet Microsoft's, customers', or government security screening requirements, including the Microsoft Cloud Background Check.

Additional or Preferred Qualifications

• Microsoft Technology Certifications.
• Proven ability in thorough troubleshooting, debugging, and resolving complex issues.
• Experience in technical support or customer-facing roles within the technology sector.
• Strong communication and stakeholder engagement skills.
• Proficiency in Microsoft Power BI or similar BI tools such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy, or Microsoft Excel.
• Understanding of SQL Server Analysis Services, MDX, DAX, SQL Server Reporting Services, and basic network troubleshooting skills.
• Ability to work in team-wide, rotating shifts, including on-call responsibilities and weekend work.

Compensation

The typical base pay range for this role across Canada is CAD $66,500 - CAD $128,300 per year. Find additional pay information .

Microsoft