The purpose of this role 

 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. 

• Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software 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 or engineering group

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

• Provide ramp activities, knowledge sharing, technical coaching and mentoring

Qualifications

Required

• Customer Support or Software Development experience in three or more of the following

o Cloud Application development or support experiences with PaaS services (Redis Cache, Service Fabric, Service Bus, Event Hub, Cloud Service, IoT suite, Azure Batch, Mobile Apps, etc.)

• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

 Good to have skills

• Troubleshooting skills in Network and DNS

• Familiar with packet sniffers: Fiddler or Network Monitor/Message Analyzer