Support Escalation Engineer

Last updated 26 days ago
Location:Charlotte, North Carolina, Irving, Texas, Issaquah, Washington
Job Type:Full Time

Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.

Responsibilities

  • Obsess about and know our customers and partners, responding to and resolving the most critical customer issues

  • Role Model the Customer eXperience Framework CARE behaviours

  • Seeks information about the underlying needs of customers, developing and communicating realistic outcomes

  • Conducts in-depth analysis of problems, including leading triage meetings

  • Allocates and aligns resources to optimize the customer experience; acts as a mentor and role-model

  • Demonstrates expertise in a specific solution, or several products, feature functions, or services

  • Takes ownership for product improvement in a focus area through strong working knowledge of pre-release products

  • Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise

  • Contributes to the creation of resources (tools, scripts, diagnostics, content) to improve troubleshooting

Qualifications

Required

  • 3+ years experience in one of more of the following: WSUS, SMS, SCCM 2007 / 2012 and Microsoft Intune

  • Operating Systems Concepts – Active Directory, Security, OS Internals

  • Networking concepts – DNS, protocols, Devices

  • IIS Concepts – Configuration, ISAPI, Architecture, SSL and Kerberos

  • Exception Handling

  • Memory Management concepts

  • Tools – Netmon, Perfmon, SQL Profiler

  • Basic debugging skills

  • Basic SQL Server Administration concepts


Experience in one or more of these areas desirable
  • Critical Exposure areas & Technical Specifications

  • Strong experience in Windows 2003, 2008, 2008 R2 and 2012 server

  • Exposure on SQL and IIS

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.