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 Principal Escalation Engineer, you will be an important member of the Customer Service and Support (CSS) Data and AI Support Engineering Team and a virtual member of the Azure Fabric & Azure DBs Product Group. You will lead engagement on Microsoft’s most technically complex, mission critical or politically hot customer issues, and drive ownership of issues through resolution. As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners, customers and 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.

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.

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 additionalproducts

• 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 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 Escalaton Engineer role from the Escalation Engineer 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

Other

• Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)

Qualifications

Required Qualifications

• 15+ years technical support, technical consulting experience, or information technology experience

• OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 10+ years technical support, technical consulting experience, or information technology experience

• 3+ years of experience working with Customer Relationship Management (CRM) and Customer Engagement Solutions

Other Requirements

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.

Preferred Qualifications

• In-depth product knowledge of Dynamics 365 CRM, Power Platform, Biz Apps AI and Customer Engagement

• Product and program development, experience leading projects from ideation to implementation while demonstrating measurable impact

• Demonstrated ability to synthesize complex ideas and issues into clear and consumable strategy for technical products

• Experience leading both direct and virtual teams and organizations to ensure best-in-class customer outcomes

• Committed customer focus, demonstrated communication skills, and the ability to work in a dynamic team environment

• Extensive experience with cross-group collaboration, with the ability to build trust and influence with internal and external stakeholders

• Technical fluency/acumen in cloud technologies

• Experience with Data Science, Analytics and Generative AI solutions

• Microsoft Technology Certifications

Technical Support Engineering IC6 - The typical base pay range for this role across the U.S. is USD $124,800 - $266,800 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 $159,000 - $292,200 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 2, 2024.

#CES #CSS #DTP #Dynamics

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .