Escalation Engineer

hace 22 horas

San José, San José, Costa Rica Allyis A tiempo completo

Overview

  • The Developer Escalation Engineer provides advanced technical support to Microsoft customers, partners, and Independent Software Vendors (ISVs).
  • This role specializes in resolving complex issues related to application development, Azure services, security integrations, and Microsoft Sentinel. You will work directly with developers, collaborate with engineering teams, and act as a trusted advisor to help customers optimize and secure their applications across the Microsoft ecosystem.
  • This position requires deep technical expertise, strong customer-facing skills, and the ability to handle complex troubleshooting scenarios with clarity, quality, and precision.

Responsibilities

Response and Resolution:

  • Investigate and solve highly complex customer technical issues and serve as the technical point of contact for other engineers to resolve cases.
  • Perform complex troubleshooting with VS Code, GitHub, and PowerShell tools.
  • Experience debugging a plus.
  • Own and drive critical customer escalations for reactive support delivery.
  • Maintain and manage blockers or identify critical issues which require senior escalations and engineering teams.
  • Engage with the account team to drive long running, high priority cases to successful closure.
  • Manage and monitor high risk cases, proactively work to remove blockers on cases in alignment with organization goals and SFI.

Readiness:

  • Take initiative in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching and mentoring of others.
  • Deepen technical and professional proficiency to enable resolution of highly complex customer issues through training and readiness.

Product/Process Improvement:

  • Act as a trusted advisor to the product group/engineering teams.
  • Drive improvements on Microsoft products, diagnostic and support process.
  • Provide actionable insights based on incident data with flagged risks and current
  • implementations/deployments to help customers optimize their Microsoft solution.
  • Champion customers to ensure correct resources are engaged and customer has management visibility if needed.

Business Integration:

  • Utilize business and technology insights to help shape strategy when engaging customers, partners, and teams.
  • Guide account team in navigating the support organization successfully

Other:

  • Embody our Culture and Values.

Qualifications

  • Bachelor's degree in computer science, Information Technology (IT), or related field AND 3+
  • years of technical support, technical consulting experience, or information technology experience
  • OR 3+ years of technical support, technical consulting experience, or information technology experience.
  • OR equivalent experience
  • 2+ years providing direct customer support for technical issues related to cloud applications and infrastructure
  • 2+ years supporting, deploying or managing native cloud applications
  • OR 2+ years technical support engineering with infrastructure as a service (IaaS) and platform as a service (PaaS).
  • AI experience or desire to expand AI skills desirable
  • 1+ years of experience with start-ups or technical incubators with a mix of architecture and technical lead roles.
  • Any experience providing development consulting or support or application development.
  • Experience in Azure App Services
  • Track record of supporting development of cloud applications for customers.
  • Clearly articulate to management and teams on complex problems and resolutions.

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