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

Your Responsibilities

• 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

Language Qualification

English Language: fluent in reading, writing and speaking.

GENERAL KNOWLEDGE, SKILL AND EXPERIENCE REQUIREMENTS

• BS in Computer Science or Engineering or equivalent industry experience

• At least 3-5 years of experience providing Technical Escalation Support to enterprise customers

• Demonstrated ability to effectively collaborate at business and technical levels with key product/service feature owners in order to effectively drive improvements and the resolution of top issues.

• Excellent communication and presentation skills, including the ability to synthesize complex elements into a story and convey key talking points in a clear, straightforward manner.

• Ability to influence others by generating support for your ideas and approach, in order to influence and achieve the desired business outcomes and necessary improvements; especially in situations where there is no clear "ownership" of the issues under discussion.

• Strong analytical and problem-solving skills, including the ability to analyze complex business and technical issues and develop strong business cases from quantitative data. Ideally advanced skills with Power BI, Excel pivot tables, data mining, charting and reporting data patterns and trends.

• An understanding of the Microsoft Product Group engineering principles and the product development life cycle.

• Proven project management skills including the ability to plan and create projects with well-defined scope and accurate/effective schedules. Ability to provide continuous management of risks and dependencies by making timely decisions.

SPECIFIC KNOWLEDGE, SKILL AND EXPERIENCE REQUIREMENTS

TECHNICAL SKILLS:

• Experience in using PowerShell to automate Windows

• 3+ Years Experience with Storage and High Availability technologies

• Experience deploying, configuring, supporting, and operating enterprise services in a hybrid (on-prem and cloud) environment

• Experience building and delivering technical training content to support engineers

SOFT SKILLS:

• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

• Ability to drive product/service improvements in core technical focus area

• Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints

• Ability to partner with diverse stakeholder list (including Engineering team) towards executing on multiple technical initiatives simultaneously

• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

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.