Support Escalation Engineer

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.

**Responsibilities**:
Responsibilities
- Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Engineering.
- Responsible for the customer support experience with Microsoft.
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming).
- Identify cases that require escalation (either technically or strategically).
- Create and maintain incident management requests to product group/engineering group.
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience.
- Provide ramp activities, 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.

**Qualifications**:
Qualifications
- Excellent written and verbal skills, including the ability to provide clear instructions and communicate complex technical and non-technical information effectively.
- Excellent communication, presentation, inter-personal, and cross group collaboration skills - across all levels (i.e., peer groups to senior leadership).
- At least 3 years of experience in Technical Support/ IT support
- Problem Solver and Critical Thinking - handle technical, process-drive, and challenging customer situations
- Well versed in Security/cyber security
- Flexibility and ability to thrive in ambiguous situation
- Experience with project management & Data Driven
- Experience in security and/or compliance related work
- Self-starter, ambitious, eager to dive in, to learn new/technical things, and get work done.
- Proven ability to program manage, problem solve and drive results, with an eye for details - not afraid to roll up sleeves and go deep.
- Ability to work in a very fast-paced, high-volume environment, with the ability to quickly assess, triage, adjust and strong process, continuous improvement, and execution mindset with an eye toward driving efficiency, scale and quality.

Good to have Skills
- Strong knowledge of cloud security and familiar with aspects of online privacy, and security compromise

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.