Support 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.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Support Escalation Engineer you will own, troubleshoot and solve 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.

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.

**Responsibilities**:
**Response and Resolution**
- You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices

**Readiness**
- You participate in communities with peer delivery roles.
- You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

**Product/Process Improvement**
- You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

**Other**
- Embody our culture and values

**Qualifications**:
**Required/Minimum Qualifications**
- 3+ years technical support, technical consulting experience, or information technology experience
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
- Experience with network tracing and analysis, storage networking (RDMA, DCB and PFC, TOR switch) or clustering.
- Fluency to read, write and speak English.

**Additional or Preferred Qualifications**
- Experience with any of the following:

- Network Virtualisation (Hyper-V, SDN)
- Azure Portal User Experience
- Remote Desktop Services configuration and management
- Resilient Storage technology (clustering, storage spaces)
- Server management tools
- Hyper-V management and VM deployment
- Application installation and management
- Windows backup and VSS
- PowerShell scripting
- Public Key Infrastructure (PKI) deployment, management
- Group Policy management
- Troubleshooting hangs and crashes in Windows
- Troubleshooting performance issues using PerfMon and other tools