Principle Escalation Engineer

Job Description

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.The technologies that are utilized to create MW products, particularly Exchange/EXO/Outlook or Teams, are constantly changing and increasing in complexity. To meet the challenges created by this constant change, our engineers must be exceptionally creative and innovative. This is where you will help to shape and grow the next generation of world-class Escalation Engineers and Support Escalation Engineers through coaching, mentoring, and training. You will be responsible for driving resolution on some of the most complex challenges our Customers and Partners face when leveraging MW products in their environments.Beyond having a deep technical and product focus, candidates for this role should have strong project management, communication, and customer management skills. This role will require you to drive change through influence across organizational boundaries, bring clarity to ambiguous situations, and coordinate disparate resources to bring impact in key result areas.The successful candidate will have a solid understanding of the competitive landscape and use this understanding to influence key decision makers within Microsoft support and development, as well as within customer organizations. You should also have a passion for technology and helping internal and external customers achieve their goals.This role interfaces with all levels of management, both within Microsoft and customer organizations. You must be able to work well under pressure, while also exhibiting great flexibility with a strong tolerance for leading in situations with high levels of ambiguity and uncertainty.Your responsibilities may include any or all of the following:

• Serve as the regional lead for your technology area for top issues, key customers, and ongoing escalations.
• Manage engagement with Product Engineering for outages and support escalations.
• Coach, mentor and grow technical talent within the organization.
• Serve as the technical leader on high visibility, critical issues, to drive resolution across technology boundaries.
• Drive improvements in processes and tools to improve service delivery, diagnostics, and troubleshooting.
• Facilitate business improvements in backlog and customer satisfaction.
• Lead or participate in building communities with peer delivery roles.
• Manage organizational level projects in cooperation with business managers and leaders.

, QualificationsRequired Qualifications:

• 5+ years in a customer-facing or support role in a combination of the following: technical escalation support, product support, developer support, IT Devops, IT Admin/support, Systems Development, Consulting or IT/Network Operations.
• Demonstrated experience leading customer engagements in politically charged situations.
• Demonstrated ability to influence without authority.

Preferred Qualifications:

• B.S. degree in Computer Science or equivalent experience, and combination of
• Experience with writing code, automation.
• Experience supporting a product/service.
• DevOps experience on an Azure service.
• Strong project management skills with thew ability to coordinate and delegate to others.
• Be self-directed and comfortable with ambiguity.
• Exceptional executive communication skills.

This role fully supports Microsoft Corporation strategies and values. This position may require minimal travel to the customer site as well the need to be available to work outside of business hours.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.

Keyskills :
maildrive changetechnical supporttroubleshootingproduct supportcustomer loyaltywindowscomputer scienceproduct engineeringactive directorymanagement skillsproject managementservice delivery