Mission Critical Support for Azure Events - Sr. Support Escalation Engineer

Microsoft; New Mexico; On-site; USD 85,000 - 186,000; Full time

Job summary

Microsoft is seeking a Sr. Support Escalation Engineer to provide mission-critical support for Azure events. This role demands a strong technical foundation and extensive experience in troubleshooting complex issues while collaborating with multiple teams. Join us to empower customers and accelerate their success through innovative technology solutions.

Qualifications

• 7+ years technical support or related experience.
• Bachelor's preferred with 5+ years in IT support.
• Experience in Azure technologies and troubleshooting.

Responsibilities

• Owns and resolves highly complex technical customer issues.
• Performs product troubleshooting and remediation.
• Collaborates on cross-team technical issues.

Skills

Technical Troubleshooting

Problem-Solving

Collaboration

Education

Bachelor's Degree in Computer Science

Tools

Azure Cloud Technologies

UNIX

Kubernetes

Job description

Mission Critical Support for Azure Events - Sr. Support Escalation Engineer

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Mission Critical Support for Azure Events - Sr. Support Escalation Engineer

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Join to apply for the Mission Critical Support for Azure Events - Sr. Support Escalation Engineer role at Microsoft

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and further deepen your technical proficiency – becoming a product expert.

Within CSS the Mission Critical Services for Azure Events is a comprehensive Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, MCSAE provides a fast reactive support experience if the customer does experience any problems.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution

• Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point.
• Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team.
• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
  
  

Readiness

• Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology.
  
  

Product/Process Improvement

• Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.
• Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted.
• Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools.
• Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution.
• Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.
  
  

Business Integration

• Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.
  
  

Other

• Embody our culture and values
  
  

Qualifications

Required/Minimum Qualifications

• 7+ years technical support, technical consulting experience, or information technology experience
• OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.
  

Other requirements: Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Additional Or Preferred Qualifications

• Microsoft Technology Certifications.
• Experience with Azure Cloud Technologies or Azure Platform Services.
• Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems.
• Experience with any of the following: Azure Data Bricks, Container technology, Kubernetes, Web Apps or Docker, Security, OS Internals concepts, Hyper-V, VMWare, Function apps, logic apps, service bus, service fabric and redis cache.
• 3+ years’ experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in Azure platform in a team environment
  
  

Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 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 20, 2025.

#CES #CSS #AppsInfra #AzureCore

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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