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Microsoft Corporation Escalation Engineer in Redmond, Washington

Are you ready to join a team of the world’s best technical experts to enable the success of Microsoft solutions for our commercial & enterprise customers? Do you love being a technical leader who has the opportunity to solve complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry? The Escalation Engineer is a technical leader who does exactly that! As a trusted advisor to IT Professionals and Developers, you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of value to the Microsoft solution. In Microsoft Global Business Support (GBS) AMERICAS organization, the sentence: “That’s not our problem” does not exist in our lexicon. With more than 8,000 employees, we deliver world-class assistance around the clock to businesses, partners and developers!

Do you enjoy working with network protocols? Are you passionate about interoperable solutions across various OS and device combinations? Are you looking for an opportunity to bring your knowledge and passion of open source technologies to Microsoft?

The Opportunity -

As an Escalation Engineer (EE) on the protocols team, you will work directly with 3rd party developers ranging from small and large open source development projects to Fortune 100 corporations. Protocol EEs have the opportunity to work closely with Microsoft’s partners, including opportunities to debug some of the most successful open source projects under development today, by working with them face to face at Microsoft hosted plug-fests and Interoperability labs as well as partner sponsored events. Protocol EEs also get to work closely with numerous product groups and interoperability teams to ensure that Microsoft succeeds in the interoperability initiative. On a daily basis you will get to solve challenging network protocol problems using a variety of resources and tools and have the opportunity to choose additional stretch projects that advance the overall interoperability effort.

For more information about the Microsoft Protocol Programs, go to [http://www.microsoft.com/protocols]

Responsibilities

Resolve important questions and problems to help our partners implement messaging, file synchronization, file sharing, and format communication with Microsoft’s key products. This will involve analyzing network traces, verifying the correctness of protocol specifications, and using a variety of sophisticated troubleshooting tools.

Work as a member of a team to solve customer questions, but also take individual responsibility to see that each question or issue is fully resolved.

Communicate technically complex information with Microsoft’s developer customers via telephone, written correspondence, and electronic services.

Represent Microsoft to customers in a highly-professional manner by managing customer expectations, devising action plans, and communicating to all parties involved using the highest level of customer skill.

Create advanced technical content including Microsoft Knowledge Base articles, whitepapers, team blog, and training.

Identify and report software bugs, documentation bugs, and customer suggestions.

Continually learn technologies and develop deep expertise in Microsoft products and networking protocols. Apply that knowledge to solve real-world problems.

Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers.

Qualifications

Required Skills

  • 3+ years experience coding and/or analysis of C, C++, and C# programs

  • Strong experience with Visual Studio, Windbg, Message Analyzer/Netmon

Nice to Have Skills

  • Experience working with Office/Exchange File Formats and Protocols including ActiveSync, EWS, MAPI (Preferred)

  • One year or more experience troubleshooting network software infrastructures; ideally non-Windows based network software infrastructures. Experience with Windows networking is a bonus.

  • Familiarity working with User Mode/Kernel Debugging

  • Experience and knowledge of Windows architecture.

  • Previous support experience.

  • Experience providing clear instructions and communicating complex technical information via email and phones.

  • Excellent troubleshooting and problem-solving skills

  • Be a lead at conference\lab engagements with customers/partners and be able to present

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 at https://careers.microsoft.com/us/en/accommodationrequest .

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

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