Embedded Escalation Engineer-AI Foundry

Microsoft; Vancouver; On-site; CAD 121,000 - 220,000; Full time

Job summary

A leading tech company seeks a qualified individual for a senior customer support role, focusing on resolving issues and enhancing overall customer satisfaction. The ideal candidate will possess substantial experience in technology and customer service, especially related to cloud services like Azure. Responsibilities include collaborating with various teams, mentoring colleagues, and participating in strategic improvement projects. Opportunities for personal growth in a dynamic environment await the successful candidate.

Qualifications

• 7+ years in technology or customer service or 5+ years support with relevant Bachelor's degree.
• 3+ years in customer-facing support, preferably with cloud services including Azure.
• Experience with programming and certifications like AZ-900, AI-900 are advantageous.

Responsibilities

• Act as a primary contact for account-aligned customers and improve resolution times.
• Work with engineering teams to identify resources and manage escalated issues.
• Create executive summaries and analyze customer issue patterns for strategic resolutions.

Skills

Customer Service

Technical Support

Process Improvement

Problem Solving

Communication

Education

Bachelor's Degree in Computer Science or IT

Tools

C#

Python

PowerShell

Job description

Responsibilities

Customer Resolution:

• Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with internal and external teams to resolve customer issues. Mentors others on the Support Escalation Management team.
• Supports inter-regional, cross-regional, cross-group, or account team initiatives by gathering feedback and resources to improve customer support.
• Provides status updates to customers and stakeholders regarding issues, following documented processes.
• Participates in strategic projects to improve resolution times, customer satisfaction, and support experience.
• Identifies trends from postmortems and suggests resources to address future issues.

Collaboration

• Works with engineering and operations teams to identify resources and ensure proper engagement to resolve issues.
• Owns escalated issues and manages account-aligned incidents.
• Contributes to process improvements and mentors team members on handling complex cases.

Communication

• Manages expectations and communicates effectively with customers and internal teams.
• Builds relationships with internal partners and reports significant issues to leadership with solutions.

Process Improvement

• Identifies systemic issues and participates in improvement projects.
• Creates executive summaries and analyzes customer issue patterns to support strategic resolutions.

Vendor Relationships

• Engages with outsourced vendors to resolve issues and foster positive changes.

Other

Embodies our Culture and Values.

Qualifications

Required:

• 7+ years in technology or customer service, or Bachelor's in CS/IT with 5+ years support/consulting experience.
• Ability to meet security screening requirements, including Microsoft Cloud Background Check.

Preferred:

• 3+ years customer-facing support roles in technical escalation, product support, or related fields.
• 2+ years experience with Cloud services, especially Azure, and familiarity with AI/ML technologies.
• Experience with programming and automation tools such as C#, Python, PowerShell, and DevOps practices.
• Certifications like AZ-900, AI-900, AZ-700 are advantageous.

Base pay range in Canada: CAD $121,800 - $219,100 annually. Applications accepted until June 25, 2025.

Microsoft is an equal opportunity employer and provides accommodations for applicants with disabilities.