Embedded Escalation Engineer

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. Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance... Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Embedded Escalation Engineer you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency. Embedded Escalation Engineers (EEE) investigate and solve critical, complex, and highly technical issues using mostly code-level techniques - like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools. EEEs are responsible for driving Product Engineering engagement. They handle highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as key collaboration point for support teams. And in this role, the EEE is primarily responsible for understanding, implementing, and teaching others how to utilize diagnostics platforms to create and deliver diagnostics and troubleshooting tooling to improve the experience of customers and support engineers. This role is flexible in that you can work up to 100% from home. 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. Qualifications Required/Minimum Qualifications ? 7+ years technical support, technical consulting experience, or information technology experience ? OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience. ? Proficient in C# and .NET, as well as PowerShell, Web Services or similar development technologies. Other Requirments: The 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. Additional or Preferred Qualifications ? Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role. ? Communication skills that facilitate being able to present complex technical issues to a general audience, and to work collaboratively with Engineering teams and support staff. ? Leadership skills - handling technically challenging and politically hot customer situations. Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 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 $133,700 - $219,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: Microsoft will accept applications for the role until June 19, 2024. 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. Responsibilities Response and Resolution ? You own, investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging). Readiness ? You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. ? You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness. Product/Process Improvement ? You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements. Business Integration ? You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams. Key Responsibilities: As an Embedded Escalation Engineer (EEE) and a core member of the diagnostics-focused team, you will work to help build a diagnostics portfolio that will improve the experience of both customers and support staff, reducing time-to-resolution and even deflecting support volume altogether. This work may be done entirely on our team, or in collaboration with the engineering teams. Our team will also host other rotational EEEs who may temporarily join the team to create specific diagnostics, and your role will include mentoring them and helping them succeed. You will also have or grow specialized knowledge enabling you to serve as an escalation point for support cases in one or more technical areas in Security and Compliance. It's your chance to: ? Help define our diagnostics strategy ? Help create onboarding collateral to efficiently onboard rotational engineers to diagnostics work ? Improve customer experience and drive key service improvements by building solutions, tools, and troubleshooting guides, and help automate issue detection and diagnosis. ? Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. ? Educate support engineers with the latest investigation methods and tooling. ? Contribute to the product improvements by filing impactful bugs, design change requests and helping developers to fix issues and ship the fixes to production. ? Act as a trusted advisor to the engineering team, participating in strategic technical, architectural and design discussions, and representing the customer voice in planning efforts. ? Suggesting changes to future versions of the product to better equip our support teams as well as our partners and customers and help influence in-market solutions today. ? Lead engineering investigations to resolve support incidents impacting our customers in a timely and effective manner. ? Other ? Embody our culture and values

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