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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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 swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ 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
Responsibilities include:
•Ability to build business relationship with key customer contact and TAM, and enhance the trust.
•Ability to quickly identify customer issues to specific Azure Services or Azure Platform; and being able to conduct in-depth diagnostics on Azure platform and services, and be able to work with Engineering group effectively.
•Respond to and resolve critical customer issues.
•Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring/alerts.
Qualifications
Language Qualification
English Language: confident in reading, writing and speaking. OR
Fluent in German/French/Italian and confident in reading, writing and speaking English.
As cloud goes main stream, Azure leads the way. Azure’s continued success depends on providing customers a world class support experience. Love services, support in the cloud? Customer obsessed? Data Driven? Collaborator? Communicator? Troubleshooter? Debugger? Then come & join ARR team to Lead, Serve, and Make the Difference.
Azure Rapid Response (ARR) team is OneService Team Award winner and a true global team staffed in America, Asia, and EMEA. We provide end-to-end Azure solution support for the most critical enterprise customers and the top StartUp’s. We are looking for true technical leaders to join us and lead the way!
The successful candidate should demonstrate great accountability, customer obsession and technical leadership. Beyond troubleshooting complex technical problems and managing critical situations, the candidate should be passionate of driving bigger impacts – being increasing customer values, improving diagnostic tools and/or driving product feedback.
SOFT SKILLS
•Customer communication & situation management.
•Accountability & team work.
•Driving Cross-team engagement/collaboration.
TECHNICAL SKILLS
Subject Matter Expert knowledge of one or more of the following domains:
•Azure Core Platform (Compute, Storage, Networking)
•Subject Matter Expert of OS System admin (Windows, Linux), and Networking
•Data Platform: SQL, Azure DB
•Application development & debugging experience (c/c++/c#, Python, etc.)
•Azure Application development or support experiences with Azure PaaS services (Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.)
•Web Site troubleshooting and coding experience: IIS, Azure Web Apps, PHP, Apache, Tomcat, WordPress, etc.
•Bigdata: HDInsight/Hadoop, Machine Learning, Azure Stream Analytics
•Identity and Authentication, SSO/Federation, AD/Azure AD,
EXPERIENCE
•At least 5 years of IT or Technical Support experience (in Tier 3).
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.
