Support Escalation Engineer - SQL VMMI

Occasionally, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills. Provide advanced troubleshooting to analyses problems and develop solutions to meet customer needs. Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely. Maintain strong working knowledge of products and report software bugs and customer product enhancements to the Product Group. May act as technical focal point in cooperative relationships with other companies. Determine the best approach for resolving complex technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer. Provide exceptional customer service in politically charged environments. Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact. Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points. Present technical content to various audiences including customers, partners, and internal stakeholders. Provide consulting services to partners and customers to increase product market share. Participate in planned team-wide shift rotations to cover business needs, including “after hour on-call” responsibilities and weekend work, with the ability to work a flexible schedule, cover weekends, public holiday and/or cover shift arrangement. This job required for shift arrangement, shift may change in the future based on business needs. Performance Tuning & optimizing. Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines. A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner. Ability to distil, prioritize and act on feedback from a variety of sources. Conviction and courage to drive decisions and defend positions as appropriate. Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential Strong troubleshooting skills of complex technical issues involving multiple technologies Collaborative and inclusive mindset Ability to handle high pressure situations well, while maintaining calm and composure in stressful situations is a must. Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involved Ability to handle multiple customer issues and effectively balance your priority need. Bachelor's degree or higher in any STEM related field that has a significant computing element