Job Summary
The Power BI Support Engineer will provide technical support and services to global Microsoft Power BI customers in a 24x7 support environment. The role will troubleshoot and resolve customer-reported issues involving Power BI and related technologies, perform root cause analysis, communicate technical solutions clearly, and collaborate with end users and engineering teams to resolve complex issues within defined SLAs.
Key Responsibilities
• Provide technical support for Microsoft Power BI customers through telephone, email, and chat.
• Troubleshoot and resolve customer-reported Power BI issues within defined SLAs.
• Monitor, analyze, and interpret technical errors and determine appropriate solutions.
• Perform root cause analysis and document findings and resolutions.
• Gather information from customers, understand reported issues, and communicate next steps and status updates.
• Support Power BI Desktop, Power BI Service, Gateways, and Power BI Administration environments.
• Act as a bridge between end users and engineering teams to troubleshoot and resolve complex technical issues.
• Handle customer escalations, involve appropriate technical teams, and support effective issue resolution.
• Prepare detailed and professional customer communications, including technical explanations and solutions.
• Collaborate across teams to resolve infrastructure, application, and Power BI-related issues.
• Stay current with Power BI technologies and continuously develop technical knowledge.
• Work flexible hours, including weekends and holidays, according to the 24x7 support roster.
Required Qualifications
• 3-4 years of overall infrastructure experience.
• Working knowledge of Power BI and SQL.
• Basic knowledge of SSRS.
• Strong knowledge of Power BI Desktop, Power BI Service, Gateways, and Power BI Administration.
• Experience in technical support projects and customer-facing support environments.
• Experience handling customer issues and providing technical support.
• Demonstrable troubleshooting and root cause analysis skills.
• Ability to understand and resolve complex issues in ambiguous environments.
• Ability to analyze, interpret, and clearly communicate technical errors and solutions.
• Strong verbal and written communication skills with excellent spoken and written English.
• Strong customer interaction skills across phone, chat, and email.
• Strong email-writing skills with the ability to communicate detailed technical information professionally.
• Ability to collaborate effectively across teams and work as a bridge between customers and engineering teams.
• Ability to handle escalations and communicate effectively with customers during challenging situations.
• Ability to work independently as well as collaboratively.
Preferred Qualifications
• Knowledge of SSAS and SSIS.
• Experience supporting global Microsoft Power BI customers.
• Experience working with cloud infrastructure and distributed systems.
• Experience working in a 24x7 technical support environment
