Microsoft Corporation Support Escalation Engineer in Redmond, Washington
As a Support Escalation Engineer on Skype for Business On Prem Solutions, you will be a "customer facing" technical leader, who will have the opportunity to solve technically complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry. 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.
At Microsoft Customer Support Services (CSS), the sentence: “That’s not our problem” doesn’t exist in our lexicon. We deliver world-class assistance around the clock to businesses, partners and developers.
As a valued member on our team, the Support Escalation Engineer on Skype for Business On Prem Solutions will use advanced troubleshooting methods and tools to solve technically complex problems. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product lines. You also have the opportunity to assist in the growth of other Engineers through mentoring, training scenarios and collaboration during problem solving. This will allow the freedom to broadly enable customer self-help by creating leveraged resources, automated self-help solutions, and sharing your expertise via social media. We’ll provide you with abundant resources, including a rich content library, advanced diagnostic tools, and access to other Microsoft experts.
As a Support Escalation Engineer on Skype for Business On Prem Solutions, you will work with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems in Microsoft software products, and manage relationships with those customers.
It’s your chance to: Act as a technical focal point in cooperative relationships with other companies.
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
Exhibit leadership through personal responsibility, accountability and teamwork.
Manage crisis situations that may involve technically challenging issues and diverse audiences.
Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Business Division Specific:
As a Support Escalation Engineer for Skype for Business, you will have opportunities to work directly with the product team and a broad range of customer contacts from the customer's Help Desk to their CTO, as well as to work alongside some of the world's best troubleshooters in Microsoft technologies.
Those who work in the Unified Communications organization are passionate about technology and helping others. You must be highly observant and skilled in detection in order to resolve issues. This requires empathy, outstanding logic skills, the ability to think differently than the crowd, and a genuine desire to help people do their best. Successful candidates should also be able to manage a diverse number of work items from different customers and be able to prioritize and multitask effectively throughout the working day.
The technologies with which Skype for Business interacts are constantly changing and becoming more complex. Therefore, our engineers will need to learn the technical stack of other technologies and be adept at creative troubleshooting and problem solving. This role is chocked with opportunities for the right candidate to globally share back their passion for knowledge through coaching, mentoring, developing content (KB articles, whitepapers, training curriculum, etc.), and facilitating training to escalation peers and frontline engineers. Training opportunities can also scale beyond the support business to include our partner teams, such as Premier Field Engineering, Application Development Consulting, Sustained Engineering, and Consumer support. This work may include webcasts, content development, and workshop deliveries.
Additionally, you will have the opportunity to collaboratively work with the front-line Support Engineers on a daily basis to provide technical reviews and action plans for, or take ownership of, cases working their way through the escalation channel.
Success in this role requires a commitment to teamwork, collaboration, and demonstrated leadership skills
5+ years experience in the design, planning, implementation and management of IT solutions.
3+ years experience working directly with customers in technical support, product support, IT Admin support, consulting, product development, or customer service industry
Previous experience deploying, administrating and/or supporting Enterprise Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business/Teams, Jabber, Exchange, Zoom, or Cisco WebEX is highly desired but not required.
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.
Bachelor’s Degree or the equivalent industry experience and certifications.
Candidates should have five years or more experience in the design, planning, implementation and management of IT solutions.
Alternatively, candidates will be considered who have proven knowledge and experience with the deployment of supporting technologies, such as: Azure, Networking, Directory Services, SQL, and/or Exchange.
Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP and Unified Communications.
Advanced skills in troubleshooting, organization, communication, and collaboration.
Strong network and/or VoIP experience with underlying technologies such as Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols and technologies is ideal.
Initiative to develop expertise on new technologies beyond the provided classroom training.
Candidates with strong and lengthy experience in supporting complex, enterprise solutions and networking operating systems (preferably Windows Server, but not limited to) for 3 years or more will be considered even when the above qualifications may not all be present.
Solid understanding of client/server, networking, and Internet technologies fundamentals.
Desired background in VoIP, PSTN converged voice and data IP communications packages, VoIP Hosted PBX, SIP trunks, all-in-one voice and video web conferencing, network monitoring and diagnosis.
Programming and debugging skills are a plus but not required. The ability to read and analyze network traces is ideal.
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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