Responsibilities

• Serves as L2 Data Engineers in specific technology areas (e.g., ETL, Databricks, Azure Data Factory, Data Engineering) and displays readiness to learn & provide world-wide operational support. Maintains technical skills through completion of ongoing readiness training.
• Effectively communicate complex technical issues to customers and elevate unknown or undocumented issues to SMEs and Senior Engineers, providing detail description of problems along with steps taken to analyse the problems Incident Management
• Conducts Incident reviews to ensure operational Support are effectively documenting actions associated with resolving customer and partner technical issues. Recommends case escalations as appropriate and per established guidelines.
• Drives case wellness through monitoring of priority cases or problem statements that need more attention, ensuring no increases in cases at a specific time. Collaborate with L3 Data Engineers, subject matter experts, and/or Engineering Managers to orchestrate backlog management, seeking assistance when needed.
• Managing Collaboration Activities
• Take ownership of customer issues, provide prompt and accurate feedback to customers and see problems through to resolution.
• Responsible to answer and assist with questions posed by Data Engineers.
• Participates in the teeming process by collaborating with others to resolve issues in a timely fashion. Leads or contributes in building communities with peer delivery roles (e.g., Support Escalation Engineering, Escalation Engineering, etc.)
• Supportability Activities
• Contributes to customer self-help and volume deflection initiatives. Identifies technical deficiencies in services or processes to help improve the quality of the services. Helps define and evangelize operational standards, processes, and practices to vendor teams.