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.

• Qualifications, Abilities and Experience:

Must have good technical knowledge on different versions of SharePoint (2007/2010/2013 and SharePoint Online)

+ Operating Systems Concepts - Active Directory, Security, Performance

+ Networking concepts - DNS, protocols, Devices

+ IIS Concepts - Configuration, Architecture, SSL and Kerberos

+ Windows Architecture - Exception Handling, Memory Management concepts

+ .NET basic concepts, Web architecture

+ Tools - Netmon, Perfmon, SQL Profiler

+ Advanced troubleshooting skills

+ Basic SQL Server Administration concepts

+ Should be passionate to work on cloud technologies and collaborate with teams across the business to drive seamless experience to the customers.

+ Hands on experience on SharePoint On Premise to Online migration

+ Working experience on Azure AD. Setting up Azure AD Sync, multi factor authentication, Access Control Service.

+ Experience in using various Office 365/SharePoint Online command lets

+ Hands on experience in writing complex SharePoint Server Object Model, CSOM scripting (PowerShell/JScript/JQuery) and REST API.

+ Solid understanding of various identity providers such as ADFS/PING SSO/Site Minder etc., and configuring using custom claim rules for Office 365.

+ Adding vanity domains to Office 365 and managing identities across the tenant.

+ External Sharing in SharePoint online, my site management, Search related issues.

+ Hands on experience on using OneDrive for Business and troubleshooting sync issues.

+ Hands on experience on SharePoint Hybrid (Search/BCS/OneDrive for Business (my sites))

+ Configuring Apps for SharePoint and office. Should have knowledge to write a simple app and publish to SharePoint store.

+ Understand the social features in SharePoint such as Yammer, newsfeed etc.,

+ Should have been in the system for at least 18 months.

+ Up to date MCSE certification desirable. SharePoint and Office365 certificates are highly considerable.

+ Prior experience on Azure, InfoPath, SharePoint Designer, Scripting and SharePoint development is added advantage.

Desired background in Technical Training. Education Bachelors Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field.

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.