Principal Support Escalation Engineer
2 months ago
Overview
At Microsoft, we pride ourselves on delivering exceptional customer experiences. Our Customer Experience & Success (CE&S) organization is dedicated to the strategic design and execution of an unparalleled customer journey. Join us in our mission to create a future where our customers choose us not only for our top-tier products and services but also for our distinctive and cohesive support experience.
Within CE&S, the Customer Service & Support (CSS) team is committed to fostering trust and confidence by providing a seamless support journey. We assist customers and partners in swiftly resolving their challenges, preventing future issues, and showcasing innovative ways to maximize their Microsoft investments.
We are seeking individuals who are passionate about customer success to join our CSS team as Technical Support Engineers. In this role, you will take ownership of, troubleshoot, and resolve intricate technical issues faced by our customers. This position offers a unique opportunity for professional growth, enhancing your problem-solving, collaboration, and research capabilities while advancing your technical expertise.
This position allows for flexibility, with the option to work remotely up to 50% of the time.
Our mission at Microsoft is to empower every individual and organization on the planet to achieve more. We embrace a growth mindset, innovate to empower others, and collaborate to achieve our collective objectives. Each day, we uphold our values of respect, integrity, and accountability, fostering an inclusive culture where everyone can thrive.
Qualifications
To be considered for this role, candidates should possess:
- Proficiency in English, with strong reading, writing, and speaking skills.
- Relevant experience in Business Management and Technical Support.
- Technical expertise in one of the following Public Cloud domains (IaaS, PaaS, or Data & AI):
- IaaS: Familiarity with Public Cloud architecture and its components, including Azure Fabric, Compute, and Storage, as well as Operating Systems and Networking.
- PaaS: Development experience in languages or frameworks such as .NET Core, ASP.NET, Java, Node, Python, PHP, and Ruby. Strong problem-solving and troubleshooting skills, along with experience using various data collection tools and methodologies to analyze issues and develop solutions.
- Data & AI: Comprehensive knowledge of technologies such as Big Data (Hadoop/Spark/Databricks/HBase/Kafka), Relational Database Management Systems (SQL Server, MySQL, PostgreSQL), and Microsoft Business Intelligence products (Power BI, Analysis Services). Familiarity with MongoDB, Data Warehousing, and ETL processes is advantageous.
Required/Minimum Qualifications
Candidates must have:
- A minimum of 10 years of experience in technical support, consulting, or information technology, or a Bachelor's Degree in Computer Science, Information Technology, or a related field with at least 8 years of relevant experience.
- A solid understanding of Cloud Technologies and competitive market landscapes.
- Experience working in a global organizational environment.
- Proven track record in driving global process improvements or managing international projects.
- Experience collaborating with senior leaders and providing strategic consultations.
- Ability to work closely with engineering teams to enhance customer support experiences.
Additional or Preferred Qualifications
Candidates with Microsoft Technology Certifications will be preferred.
All candidates must meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check, which is mandatory upon hire/transfer and every two years thereafter.
Responsibilities
In this role, you will:
- Address technically complex, strategic, high-profile, or long-standing customer cases, potentially involving collaboration with Software Engineering.
- Ensure a positive customer support experience with Microsoft.
- Take ownership of customer technical issues, employing collaboration and best practices in troubleshooting.
- Identify cases that necessitate escalation, whether technical or strategic.
- Create and maintain incident management requests for the product or engineering teams.
- Contribute to initiatives aimed at case deflection, automation, and enhancing digital self-help resources.
- Provide training, knowledge sharing, and technical coaching to peers.
- Foster technical collaboration and engagement beyond CSS, including with Product Engineering teams, Services, Support, and Regional teams.
- Lead or participate in building communities with peer delivery roles, focusing on specific workloads or specialties.
Benefits and perks may vary based on employment type and location.
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