Job Description

With over 17,000 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.
Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.

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.

Support Escalation Engineer - Azure Event Management
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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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.

Azure Event Management (AEM) is a comprehensive Premier/Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, AEM provides a fast reactive support experience if the customer does experience any problems.

Responsibilities

Response and Resolution

• You 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

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement

• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

Responsibilities
Your Responsibilities

• Help drive customer success and confidence in the Azure platform, through our Solution Risk Assessment analysis.
• Provide Best Practice recommendation across the entirety of Azure resources based on Customer solutions.
• Articulate, written and spoken, recommendation to leadership and technical level audiences.
• Navigate complex, strategic, high-profile customer event requirements and needs.
• Drive event health by effective collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Own, customer support experience, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify and Handle issue escalation be it technical or functional
• Create and maintain incident management requests to product group or engineering group
• Contribute to overall better efficiencies within our process/procedures through initiatives, automation and other digital self-help tools to improve customer and engineer experience.
• Provide ramp activities, knowledge sharing, technical coaching and mentoring for new AEM team members.
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Qualifications

Qualifications
Language Qualification
English Language: fluent in reading, writing and speaking

Job qualifications:
Required Qualifications

• Experience in Support or Solution and Architectural consulting experience.
• Technical and architectural knowledge across IaaS or PaaS cloud platform technologies (e.g. Azure, AWS, Google Cloud)..

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, Mathematics, Information Systems, or a related field
• Experience in consulting on complex cloud or hybrid solution architecture specifically in the realm of scalability, resiliency, and optimization
• Technical Knowledge and Experience with Azure
• Experience working with Account Teams for discussions and presentations
• Demonstrated ability to identify technical design deficiencies, provide best practice solution guidance, and think and articulate clearly in business acumen at all levels of business.
• Demonstrated experience in cross-collaboration between support, product engineering, service engineering, and program management teams

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. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.