Job Description

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

We are the Modern Work Supportability team and our mission is to translate customer experiences into engineering and support improvements. We focus on the challenges our customers face every day and look for creative, sustainable solutions that prevent issues from happening; help customers better optimize and manage their services; and help support engineers provide more effective and efficient assistance to our customers and partners.

We are expanding the engineering team within Supportability to be "the" differentiator in the marketplace; and we are looking for people willing to grow, learn, share, teach and become the difference makers that take our business to the next level. Our team is committed to building an inclusive environment that embraces the diverse strengths and experiences of all our team members.

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.

Are you interested in being on the cutting edge of our Cloud Services? Do you have a passion for designing creative software solutions and writing code? Do you also want to be closer to our customers and share in their success and directly see the outcomes of your work? Then come join us as an Embedded Escalation Engineer for Exchange technologies.
We are the Modern Work Supportability team, and our mission is to translate customer experiences into engineering and support improvements. We focus on the challenges our customers face every day and look for creative, sustainable solutions that prevent issues from happening; help customers better optimize and manage their services; and help support engineers provide more effective and efficient assistance to our customers and partners.
We are expanding the engineering team within Supportability to be "the" differentiator in the marketplace; and we are looking for people willing to grow, learn, share, teach and become the difference makers that take our business to the next level. Our team is committed to building an inclusive environment that embraces the diverse strengths and experiences of all our team members.

Responsibilities

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Embedded Escalation Engineer - Exchange Online

Are you interested in being on the cutting edge of our Cloud Services? Do you have a passion for designing creative software solutions and writing code? Do you also want to be closer to our customers and share in their success and directly see the outcomes of your work? Then come join us as an Embedded Escalation Engineer for Exchange technologies.
We are the Modern Work Supportability team, and our mission is to translate customer experiences into engineering and support improvements. We focus on the challenges our customers face every day and look for creative, sustainable solutions that prevent issues from happening; help customers better optimize and manage their services; and help support engineers provide more effective and efficient assistance to our customers and partners.
We are expanding the engineering team within Supportability to be "the" differentiator in the marketplace; and we are looking for people willing to grow, learn, share, teach and become the difference makers that take our business to the next level. Our team is committed to building an inclusive environment that embraces the diverse strengths and experiences of all our team members.

Key Responsibilities

As an Embedded Escalation Engineer (EEE) you will have the opportunity to apply your full range of technical and professional skills in a highly visible role as we work to build a framework that will continue to respond more swiftly and smoothly to the needs of our customers.

It's your chance to:

Work with the Product Engineering Groups that deliver the Microsoft Exchange Online service to provide world-class engineering support at a product component (feature) level including driving support incident resolution for configuration, code, or other service deficiencies impacting customers. Apply code skills and technical knowledge towards efficiently resolving support issues. This may include recommending code changes; helping developers to fix and ship code changes to production or directly contributing to product improvements by fixing bugs. Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them. This can include a range of potential categories, such as diagnostics, self-healing and automation; all of which may prevent issues or increase the capabilities of our customers to mitigate issues themselves improving the overall experience with Microsoft Exchange Online. Provide tools and insights that increase the capability and efficiency of our support teams around the globe.

The position is primarily "behind the scenes" providing engineering support to the broader Microsoft Exchange Support teams for incidents that would otherwise require engineering group engagement. The focus of this role is on Exchange but may require helping in other areas as needed.

Qualifications

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Required/Minimum Qualifications:

5+ years' experience in Service Engineering or comparable DevOps role involving user data and/or software development for an enterprise level product OR bachelor's degree in computer science, Computer Engineering, Information Technology (IT), or related field AND 3+ years' experience developing commercial applications or in a DevOps or equivalent role.

Additional or Preferred Qualifications:

Experience with C# and .NET, PowerShell, Web Services or similar development technologies in an academic or professional setting Experience working with email technologies in a technical capacity Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product Experience supporting client/server, networking, and Internet technologies Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously Communication skills that facilitate being able to present complex technical issues to a general audience are important.


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.


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.