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Microsoft Corporation Embedded Escalation Engineer Azure Billing and Subscription in Redmond, Washington

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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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.

As an Embedded Escalation Engineer, you will lead engineering investigations to bring quicker issue resolutions to support incidents impacting our customers and improve customer experience. You will transform the Azure support teams to build highly scalable, capable support engineering force to diagnose and resolve customer issues on first contact eliminating the need for escalation. You will Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. You will contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted.


Your Responsibilities

• Handle highly complex, political, financial, executive level cases - as business demands

• Key collaboration point for advanced troubleshooting to unblock issues - including the use of code-level techniques

• Manage engagement with Product Engineering for Support-raised escalations

• Work alongside Serviceability and engineering teams as trusted advisor to improve incident resolution or service deficiency

• Drive process, tool, service delivery and solution improvements that enable effective troubleshooting and remediation (incl. Diagnostics)

• Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific


Required Qualifications:

  • 3+ years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role.

  • Knowledge of one or two of the following domains:Cloud Computing, Microsoft Azure Platform (architecture and its components (Fabric, Compute, Storage)), Subscription management and Billing Systems, Ecommerce Online services - Offer Management Systems and Risk detection systems.

Required Technical Skills:

  • Demonstrable troubleshooting skills

  • Understanding of cloud vs. on premise computing

  • Familiarity with development: tools, language, process, methods, troubleshooting Server Operating System/Virtualization

  • Familiarity with networking concepts including VIPs, NAT, DNS, and tooling (ping, tracert, tracemon, wire shark, etc.)

  • Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred

  • Development/Coding - Experience with C# and .NET, PowerShell, Microsoft Azure

  • Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product.

Preferred Soft Skills:

Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues

Strong communications skills - Excellent spoken and written English communication skills

Effective, polished interaction with customer to gather information

Cross-team collaboration

Logical and Critical thinking

Passion for technology and customer support.

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 (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.