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.
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.
Response and Resolution
-
Own, 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 practices
Readiness
-
Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others
-
Deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness
Product/Process Improvement
-
Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements
-
Provide technical guidance and coaching for Delivery Partner (DP) Engineers, Advocates
-
Partner 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 applicable
-
Own case management duties: incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures
-
Provide Readiness Content: identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert
-
Manage collaboration activities: reactive, proactive, cross-team for complex cases, overall process
-
Contribute to Supportability activities: case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with stakeholders, including Supportability Program Managers
-
Ensure 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 beyond
Other
-
Embody our culture and values
Required Qualifications
-
5+ years of technical support, technical consulting experience, or information technology experience
-
OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience
-
2+ years of product, customer support and/or technical support experience including managing escalations, support cases and complex customer situations
Other Requirements
Ability to meet Microsoft, customer and/or government security screening requirements as these 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.
This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.
This role will require access to information that is controlled for export under U.S. export control regulations, potentially under the International Traffic in Arms Regulations or Export Administration Regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status under 8 U.S.C. § 1324b(a)(3) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, citizenship will be verified via a valid passport.
Preferred Qualifications
-
5+ years of industry experience working with Microsoft Partners/Customers
-
Quality assurance experience
-
Experience working with customers in the Cloud
-
Industry experience with M365 and Microsoft stack (or comparable) technologies
-
Ability to troubleshoot customer service issues, using tools and networking with others teams and stakeholders
-
Experience creating technical documentation and sharing knowledge with others through training delivery and mentoring
-
Foundational Application Programming Interface (API) and Networking knowledge
-
Understanding of basic programming languages (Python, C#, etc.)
-
Microsoft Certifications (SC-900 + AZ-500 + MS-900 + AZ-900 + AI-900)
-
Advanced directory troubleshooting skills (Azure, Identity and Security)
Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $80,900 - $162,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $105,300 - $176,900 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until May 16, 2024.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.