Sr. Support Escalation Engineer

Overview

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.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

As an Senior EEE, you will be an elite member of the support team and have opportunities to integrate deeply with the Dynamics 365 Customer Engagement Product Group. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements. You will build solutions, help create tools, and help automate issue detection, diagnosis to enable customers and support to self-resolve the issues. You will identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Dynamics support. You will contribute to the Product improvements by filing impactful bugs, design change requests and help developers to fix the bugs, ship the fixes to production to prevent future customers from getting impacted. As a trusted advisor to the Dynamics engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers, and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers and support team members.

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.

Qualifications

Required Qualifications
•Relevant experience driving Engineer Readiness, Product Quality and Supportability investments across Cloud & On-prem services.

Preferred Qualifications:
Other Qualifications:

•Technical fluency/acumen in Dynamics365 and cloud technologies.
•Demonstrated experience/ability in influence direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes.
• Product and program development skills and leading project form Ideation to implementation while demonstrating clear impact.
• Create clarity for teams, translating complex ideas and issues into clear and consumable strategy for technical products.
• Relevant Bachelor’s degree or experience commensurate with job expectations for this leadership position is required.

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.

Responsibilities

Resolution
• Lead engagement on Microsoft’s most technically complex, mission critical or politically hot customer issues, and drive ownership of issues through resolution
• Advocate for Microsoft at the customer CEO/CIO levels by providing superior customer service, which results in continued Microsoft revenue
• Fully capable of using trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs
• Architects solutions to streamline our ability to resolve issues at source code level
• Ability to drive resolution of highly complex and escalated issues involving both broad and in-depth product expertise; may include support of additional products
• Provided actionable feedback to product group, which resulted in improved product quality or supportability, the adoption of supportability tools by the product group, and the use of tools to reduce days-to-solution metrics

Response
• Facilitate, mentor and coach others to advocate and drive swift response for our customers during bug triage meetings with Sustained Engineering
• Ensure appropriate resources are leveraged in tech review and creation of content, such as whitepapers and books
• Contribute globally on the technical and business aspects of the product and plans, which resulted in enhanced product quality

Collaboration
• Worked with worldwide customers on supportability reviews, architecture assessments, design validation, custom and standard workshop delivery, and health checks, which resulted in stronger relationships and increased trust
• Build and sustain a positive and effective partnership with Sustained Engineering and Product Team members (General Manager/Director level)
• Consistently leverages every problem as an opportunity to teach and lead
• Help identify and develop technical leaders for the Senior EE role from the EE community

Readiness
• Focus on continuous learning by educating formally and through collaboration
• Use product knowledge to enhance the Microsoft customer experience by providing expertise on new products that are in development

Execution
• Represent Microsoft and communicate with corporate customers regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers, including identifying opportunities.
• Identify potential supportability trends and drive a solution
• Develop innovative solutions to service customers in new ways
• Identify opportunities to develop customer facing content to increase self-help opportunity and ensure the right resource gets engaged
• Take ownership for product improvement in potential hot spots
• Assist with selection of new team members
• Improve the overall effectiveness of the overall organization by participating in key global business initiatives as an advocate for business changes

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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