Azure DevOps Embedded Escalation Engineer

Last updated yesterday
Location:Charlotte, North Carolina, Redmond, Washington
Job Type:Full Time

Are you passionate about learning new technologies as they are developed? Do you want to drive improvements into products/services on behalf of customers at each phase of the release cycle? If you answered YES to both of these questions, then keep reading.


Lead virtual teams consisting of key stakeholders from Customer Service & Support (CSS), Microsoft Services, and Product & Business Groups to accomplish the following:

  • Early planning with PG to ensure adoption of Serviceability standards, providing product feedback and evaluating the supportability sign-off guidelines for the release. As a customer and support advocate, you will also partner with the engineering leadership for strategic technical planning discussions to review architectural and design plans, Diagnostics and supportability tools creation and ensuring that we ship each new product adhering to our Serviceability Standards. Also must be able to anticipate ways in which customers will attempt to use a feature, and discern where there may be usability or supportability gaps that need to be addressed.
  • Identifying, verifying, documenting and driving bugs, issues and risks to resolution across Azure DevOps. This role requires the ability to frame and communicate issues, risks, priorities, and recommendations clearly and concisely, identify and work with the right influencers to mitigate top issues. This includes:

-Driving the appropriate visibility, escalations and mitigations.
-Provide trending, analysis, and reporting of Business Intelligence high impact Product failures across the full Service lifecycle.

-Use this data to drive incident reduction through issue resolution, enablement and mitigation using our RedZone process.
-Develop and maintain a global perspective ensuring the field and other global support teams are involved in and benefits from the overall improvement areas and new release status.
-Develop and maintain multiple listening channel perspectives on and trends in issues that impact developers across CSS, GetHelp, Communities and Forums, social media, MCS/Premier, Partners, etc.

  • Build strong connections with the engineering teams, release, delivery, and readiness to ensure we have the right technical and operational readiness, tools, and telemetry for new releases or features. This includes creating, delivering, and coordinating readiness activities. Assist in setting up Microsoft internal tools and processes, and monitoring activity after release for adjustments. Use data, story-telling, and customer insights to influence and drive product improvement. This also includes helping to lead our Bot engineering and automation efforts to help empower Support team members to solve issues more quickly.
  • Communicating work to key global stakeholders is Support and the Engineer organzation.


To be successful in this role, the following skills and experience is desired:

  • BS in Computer Science or Engineering or equivalent industry experience
  • Demonstrated ability to effectively collaborate at business and technical levels with key product/service feature owners in order to effectively drive improvements and the resolution of top issues.
  • Excellent communication and presentation skills, including the ability to synthesize complex elements into a story and convey key talking points in a clear, straightforward manner.
  • Ability to influence others by generating support for your ideas and approach, in order to influence and achieve the desired business outcomes and necessary improvements; especially in situations where there is no clear "ownership" of the issues under discussion.
  • Strong analytical and problem-solving skills, including the ability to analyze complex business and technical issues and develop strong business cases from quantitative data. Ideally advanced skills with Power BI, Excel pivot tables, data mining, charting and reporting data patterns and trends.
  • An understanding of the Microsoft Product Group engineering principles and the product development life cycle.
  • Proven project management skills including the ability to plan and create projects with well-defined scope and accurate/effective schedules. Ability to provide continuous management of risks and dependencies by making timely decisions.


  • Deep technical and architectural knowledge for Azure DevOps, Networking, Storage and Compute
  • Depth knowledge of Azure DevOps architecture and its components (Source Control (TFVC / git), WIT, Build, Test, Deployment, and Portal)
  • DevOps experience involving user data and/or software development for an enterprise level product
  • Azure Services. i.e. Compute, Azure Storage, Azure IaaS Services (and Azure VMs)
  • Visual Studio to develop, debug, and or deploy Azure Services
  • Programming: Visual Basic, C#, C
  • Network troubleshooting and tool usage (Fiddler, Wireshark, Netmon, etc.)

Intermediate Skills In:

  • Familiarity with Azure Active Directory (AAD) and Build Targets including Azure Websites
  • Familiarity with Azure Networking
  • Experience with SQL Development, query and schema knowledge
  • Some Experience Preferred with Azure trouble-shooting tool: ACS, Kusto, COSMOS, etc.


  • PowerShell and C#
  • Kusto, COSMOS, database
  • .NET Framework SDK
  • Software development experience with C++ or C#
  • Debugging code (Windbg, Visual Studio Debugger)
  • Linux, Mac, Java, PHP, Node.js, Python or Ruby.
  • ASP.Net, IIS


  • Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
  • Ability to drive product/service improvements in core technical focus area
  • Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints
  • Ability to partner with diverse stakeholder list (including Engineering team) towards executing on multiple technical initiatives simultaneously
  • Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

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.

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.