Support Escalation Engineer

2 weeks ago

Las Colonias, United States Microsoft Full time
OverviewWith 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. Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams. Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers. In the Customer Service & Support (CSS) team we are looking for team members with a passion for delivering customer success. As a Support Escalation 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. 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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
ResponsibilitiesResponse and ResolutionOwn, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practicesReadinessLead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of othersDeepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readinessProduct/Process ImprovementEngage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvementsProvide technical guidance and coaching for Delivery Partner (DP) Engineers, AdvocatesPartner with the Support Delivery Manager (SDM) and CE&S Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicableOwn case management duties: incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measuresProvide Readiness Content: identify need for and create content; contribute to readiness efforts where you are the Subject Matter ExpertManage collaboration activities: reactive, proactive, cross-team for complex cases, overall processContribute to Supportability activities: case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with stakeholders, including Supportability Program ManagersEnsure Release Management and Deployment for Delivery Partners (do not own directly)As a technical program subject matter expert (SME), collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyondOtherEmbody our culture and values

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