Microsoft Escalation Engineer

Xcelocloud; Mississippi; Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a highly motivated Microsoft Escalation Engineer to join their innovative team. This role is crucial for handling advanced technical issues within the Microsoft ecosystem, focusing on high-level troubleshooting and building trusted client relationships. By leveraging deep Microsoft expertise, you will improve service delivery quality and enhance cost efficiency. If you are passionate about technology and eager to drive excellence in IT support, this opportunity is perfect for you.

Qualifications

• 5+ years in Microsoft-focused technical support or escalation role.
• Deep expertise in Microsoft products and environments.

Responsibilities

• Act as SME in Microsoft technologies, delivering high-impact troubleshooting.
• Own and resolve escalated technical issues independently.

Skills

Microsoft Azure

Office 365

Active Directory

Technical Support

Troubleshooting

Customer Engagement

Education

Microsoft Certifications (MS-100, MS-101)

Tools

Diagnostic Tools

Job description

Company Summary:

Xcelocloud is a global multi-vendor support service that provides seamless advanced engineering and support for market-leading technology vendors—all within a single, robust platform. As technology evolves, organizations face increasing pressure to boost efficiency, enhance customer experience, and meet growing business demands. At Xcelocloud, we rise to this challenge by delivering streamlined IT solutions that simplify the complexities of multi-vendor environments, helping enterprise companies achieve more with less. Our services are exclusively offered through value-added resellers and distributors, who white-label or leverage Xcelocloud’s expertise to power their offerings.

We’re a fully remote, globally distributed team setting new benchmarks for tech-enabled support services in today’s digital world. By empowering a modern workforce with flexibility and autonomy, we’re shaping the future of work while ensuring top-tier support for our customers. At Xcelocloud, we believe that building a strong culture in a remote environment comes from hiring highly skilled, empathetic individuals who collaborate, innovate, and uplift each other daily. If you’re ready to be part of a forward-thinking team driving excellence in IT support, we’d love to have you on board!

Job Summary:

We are looking for a highly motivated and experienced Microsoft Escalation Engineer at Xcelocloud who will play a critical role in handling advanced technical issues within the Microsoft technology ecosystem. This role involves high-level troubleshooting, ownership of escalated cases, and building trusted client relationships. By leveraging deep Microsoft expertise, the Escalation Engineer will improve our MTTR and reduce dependency on external vendor escalation, thus enhancing Xcelocloud’s service delivery quality and cost efficiency.

Responsibilities:

• Act as a Subject Matter Expert (SME)in Microsoft technologies, delivering high-impact troubleshooting and support for enterprise clients.
• Own and resolve escalated technical issuesindependently, utilizing advanced diagnostic tools and methodologies to support complex Microsoft environments (e.g., Azure, Office 365, Active Directory).
• Collaborate with Microsoft and other vendorson critical cases, ensuring positive outcomes and strategic alignment with Xcelocloud’s service objectives.
• Proactively identify and resolve recurring issues, taking steps to reduce future escalations by implementing improvements and preventative measures.
• Provide high-value advisory services, partnering with clients to align technical solutions with their business objectives, driving both short- and long-term strategic outcomes.
• Support onboarding and trainingby documenting resolutions and technical insights, ensuring accuracy and availability in Xcelocloud’s knowledge base.
• Collaborate cross-functionallywith internal teams, including account management, incident response, and service desk teams, to effectively prioritize and address client needs.
• Lead workshops and training sessionsto empower Xcelocloud clients and internal teams with actionable insights and best practices in Microsoft environments.
• Champion client success, advocating for proactive optimizations and leveraging an understanding of the Microsoft technology landscape to enhance business value.
• Pursue ongoing technical development, staying current with Microsoft certifications and training to expand expertise across multiple domains within the technology stack.

Qualifications

• Minimum of 5+ years of experience in a Microsoft-focused technical support or escalation role.
• Deep expertise in Microsoft products and environments, particularly Azure, Office 365, and Active Directory.
• Microsoft certifications (e.g., MS-100, MS-101, or relevant Azure certifications) highly preferred.
• Proven track record of resolving complex technical issues and improving MTTR.
• Strong customer engagement skills, with a consultative approach and the ability to translate technical solutions into business value.
• Excellent documentation and communication skills, with the ability to clearly document technical issues and solutions.
• Ability to work effectively under pressure, manage competing priorities, and navigate complex customer environments.