Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product , configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.

Responsibilities

Responsible for creating and maintaining curriculum for Support Engineering training

Work with Product Engineering to understand new functionality and create new associated curriculum

Generate new hire onboarding curriculum and maintain that curriculum

Work with Subject Matter Experts to provide troubleshooting curriculum applicable to Support Engineering

Create proficiency assessments to measure the ability to apply learning in a real-world customer support environment

Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering

Responsible for the customer support experience with Microsoft

Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)

Identify cases that require escalation (either technically or strategically)

Create and maintain incident management requests to product group or engineering group

Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

Provide ramp activities, knowledge sharing, technical coaching and mentoring

Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)

Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Qualifications

Required:

• Bachelor's degree in Computer Science or an IT-related field and or equivalent experience

• 5+ years in a customer-facing service role in any capacity

• 3+ Years of experience with Dynamics 365 and related products & services

o Field experience is desirable

o Functional and technical knowledge of Dynamics 365 Commerce, Dynamics 365 Fraud Protection and Dynamics 365 Connected Store applications is desired

Preferred:

• Excellent communication skills – verbal, listening and written (including technical writing)

• Demonstrated experience in delivering technical training to audiences of all skill levels

• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring

• Certification in one or more of the following technologies preferred: Microsoft Power Platform, Dynamics 365, Dynamics 365 (ERP), Dynamics 365 (CRM)

• Exhibit analysis, problem resolution, judgment, and decision-making skills in order to assist customer with their technical issue.

• Demonstrate strong customer service and logical problem-solving attributes.

Experience in following areas is beneficial:

• Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System

• Current Microsoft IT Certification (Ex. MCSE, MCSA, Developer, etc)

• Proven experience managing and maintaining one or more Microsoft server technologies, such as SQL Server, Exchange Server, IIS, Windows Server, etc.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.