Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Embedded Escalation Engineers (EEE) investigate and solve critical, complex, and highly technical issues using mostly code-level techniques - like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools. EEEs are responsible for driving Product Engineering engagement. They handle highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as key collaboration point for support teams.

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.

Responsibilities

As an EEE, you will be an elite member of the support team and embed with the Security Engineering for Microsoft Defender for Cloud Apps (MDA).

Responsibilities will include:

• Leading engineering investigations to bring quicker issue resolution to Support incidents impacting our customers.

• Improve experience and drive key service improvements.

• Build solutions, tools, or troubleshooting guides, and help automate issue detection and diagnosis to enable customers self-help and minimize support case volume.

• You will help identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow.

This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities of our Microsoft Defender for Identity/Microsoft Defender for Cloud apps support team. You will contribute to the Product improvements by filing impactful bugs, design change requests and help developers to fix the bugs, ship the fixes to production to prevent future customers from getting impacted.

As a trusted advisor to the engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers, and support team members.

Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results for our business. The successful candidate will have an understanding of the competitive landscape and use this understanding to influence key decision makers in both Support and the Engineering Groups.

This position requires extensive cross-group coordination and oral and written communication skills. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. Be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.

It’s your chance to:

• Work directly with our Product Group to provide world-class engineering support at a product component level.

• Perform complex product debugging and remediation when needed; working alongside the development teams to drive Support incident resolution for configuration, code, or other service deficiencies impacting customers.

• Embedded Escalation Engineers are not expected to write a lot of product code; however, should be able to apply their code skills and understanding towards efficiently resolving Support issues as appropriate.

• The position is primarily “behind the scenes” providing engineering support to the Support teams on Support incidents that require Product Group engagement. At the same time, individuals should be capable and prepared to periodically engage directly with customers to help facilitate incident resolution as appropriate.

Other: Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)

Qualifications

Required/Minimum Qualifications

• 5+ years technical support, technical consulting experience, or information technology experience

• OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.

Additional or Preferred Qualifications

• Microsoft Technology Certifications.

Preferred Technical Skills

• Deep technical and architectural knowledge for Security, Networking and Cloud based applications.

• Experience with VM environments

• Experience with both Windows and Linux -based environments

• Experience with Azure components and tools

• Experience with API Connectors and REST API

• Familiarity with Microsoft Entra basic concepts

• Experience with Azure trouble-shooting tool: Kusto, COSMOS, etc.

Preferred Soft Skills

• Leadership - handle technically challenging and politically hot customer situations

• Spoken and written English communication skills

• Problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

• Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment

• Outstanding partnering capabilities

• 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

• Passion for technology and customer support Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously

Technical Support Engineering - The typical base pay range for this role across the U.S. is USD $83,400 - $167,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $108,900 - $183,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until June 3, 2024.

#CES #CSS #SCIM #CYBERDEFENDER

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .