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With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution

  • You own, investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging).

Readiness

  • You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
  • You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.

Product/Process Improvement

  • You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.

Business Integration

  • You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.

Other

  • Embody our culture and values

Language Qualification

English Language: fluent in reading, writing and speaking.

To be successful in this role, the following skills and experience is desired:

  • BS in computer science or engineering, or equivalent industry experience.
  • At least 8 years of technical escalation support experience (in a Tier 2/3 environment), including experience in a customer-facing or support role.

TECHNICAL SKILLS:

  • Cloud computing, including Microsoft Azure architecture and its components.
  • Knowledge of Microsoft Azure PaaS offerings.
  • Azure platform development and deployment concepts.
  • Experience with C#, PowerShell, and the Azure command-line interface.
  • Superior problem solving and troubleshooting skills, along with an ability to use various data collection tools and methodologies to analyze problems and identify solutions.
  • Networking concepts: VIPs, NAT, DNS , VPN, virtual networks, and the OSI model.
  • Web protocols/methods: TCP/IP, HTTP/S, and JSON.
  • OS/virtualization: OS internals, Hyper-V, SSH, LDAP, and SMB/NFS.

SOFT SKILLS: 

  • Passion for technology and customer supportability.
  • A strong growth mindset, the ability to effectively partner with others, and a passion for learning.
  • Leadership – Ability to handle technically-challenging and politically sensitive customer situations.
  • Strong communications skills - Excellent spoken and written English communication skills, and the ability to present complex technical issues clearly and concisely to a general audience.
  • Ability to work collaboratively with the engineering teams (product groups) to drive architectural changes to improve stability of environments.
  • Ability to prioritize core role responsibilities with other work requests.
  • Logical and critical thinking.
  • Ability to deal with ambiguity under continual deadline constraints.

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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