Technical Support Escalation Specialist

hace 3 meses


San José, San José, Costa Rica Microsoft A tiempo completo
Technical Support Escalation Engineer Role Overview

We are seeking a highly skilled Technical Support Escalation Engineer to join our team at Microsoft. As a key member of our Customer Service & Support organization, you will be responsible for owning, troubleshooting, and solving complex customer technical issues related to the Microsoft Graph API.

This is an exceptional opportunity to accelerate your career growth by developing your problem-solving, collaboration, and research skills, as well as your technical proficiency. You will work closely with our development teams to drive incident resolution and analyze patterns of problems to optimize support engineering delivery.

Responsibilities:

  • Review and resolve complex issues, ensuring customers stay informed throughout the process
  • Act as an advisor to customers, handling repeatable or escalated cases that may become politically charged
  • Collaborate with cross-functional teams to drive incident resolution and optimize support engineering delivery
  • Develop and implement end-to-end readiness programs to improve customer support
  • Provide feedback to senior engineers and product groups on product improvements and feature enhancements

Requirements:

  • Expert-level competence on support topics
  • Ability to work independently and as part of a team
  • Strong communication and problem-solving skills
  • Experience with Microsoft technologies, including the Microsoft Graph API

What We Offer:

  • Opportunity to work with a global team of experienced professionals
  • Challenging and rewarding work environment
  • Professional growth and development opportunities

At Microsoft, our mission is to empower every person and organization on the planet to achieve more. We believe in the power of inclusion and diversity, and we are committed to creating a workplace that reflects the world we serve.

About the Customer Service & Support Organization

The Customer Service & Support organization at Microsoft is responsible for the strategy, design, and implementation of our end-to-end customer experience. We build trust and confidence for every person and organization through delivering a seamless support experience.

Our team is passionate about delivering customer success, and we are looking for talented individuals to join us on this journey. If you are a skilled technical support professional with a passion for problem-solving and collaboration, we encourage you to apply for this exciting opportunity.



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