Escalation Engineer - FastTrack Center

Last updated one month ago
Location:Charlotte, North Carolina, Irving, Texas
Job Type:Full Time

Customer Experience & Success

  • Do you want to empower every person and every organization on the planet to achieve more?

  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?

  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision and our every action:

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.

  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.

  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.

  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.

  • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.

Escalation Engineers (EE) investigate and solve critical, complex, technical issues that are typically identified by colleague's customer engagements. Although some situations demand code analysis for advanced troubleshooting, much of the work performed by an EE will start as suspected bugs or unexpected behavior or behaviors that cannot be isolated. The EE frequently collaborates with Support and Product Group Engineers and, if a code defect is discovered, is responsible for driving the Product Group bug process. EEs regularly solve issues that are not only technically complex, but politically charged, requiring strong conflict resolution and communication skills to represent Microsoft to all stakeholders. The strengths of an EE are employing problem isolation techniques, product internals, and code knowledge to solve new problems.

In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.


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

  • Deliver the “Perfect Every Time” experience is this current?

  • 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


Required Qualifications:

  • 3+ Systems Deployment/admin, network operations
  • 3+ years of Technical Consulting or Support experience (in a Tier 2 or 3 role)
  • 2+ years of experience working with Enterprise customers

Preferred Qualifications:

Ability to work in a technical team environment and interact with all levels of management as well as partners and customers with preferred skillsets including:

  • Windows client deployment knowledge using at-scale technologies (Microsoft Endpoint Manager or similar preferred) and related technology, including Group Policy, Mobile Device Management (MDM), Windows as a Service (WaaS), and Azure Information Protection (AIP).
  • Windows Virtual Desktop (WVD)
  • Windows 10 OS / Office 365 ProPlus / FSLogix Technologies
  • Surface Device Deployment
  • Software and Patch Deployment
  • Operating System Deployment
  • Configuration of client endpoints and endpoint management
  • Azure, cloud and Windows Virtual Desktop knowledge
  • PowerShell experience (optional)
  • Customer and Partner Focus: Demonstrated skills and abilities to consistently create an amazingly positive experience for our customers and Partners.

Cloud competency: Experience articulating to customers why the cloud and Windows 10, Office 365, and EM+S is a transformational industry change.

Collaboration: exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities.

Proven ability to work virtually.

Demonstrate how to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries. Ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations.

Bilingual: Portuguese or French Canadian

Education: Bachelor’s degree in Computer Science, Engineering, Math, or equivalent’s experience.

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.