Embedded Escalation Engineer

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Interested in being on the forefront of Cloud Services? Then come join Microsoft as an Embedded Escalation Engineer (EEE) working with Data technologies such as Microsoft Fabric / Azure Synapse Analytics and related technologies.

Customer Experience & Success

• Do you want to empower every person and every organization on the planet to achieve more?
• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Responsibilities

• Customer Reported Incident (CRI) Management

  Continuous engagement with CSS (Product support engineering team) to triage high severity cases, provide directions/solutions to meet first day resolution (FDR)

  • Where a solution is not available, escalate to the Product group and making sure a solution is provided for the end customer as quick as possible
  • Follow up on escalations to make sure end user CSAT for your respective product is met.
  • Keep track of Time to Resolve, Time to Escalate metrics and improve them month over month

  Supportability

  • Identify trends from incoming CRIs and improve internal support tools.
  • Document Troubleshooting Guides for prior solutions so CSS engineers can leverage them if the similar cases repeat in future.
  • Contribute to Product Public Documentation.
  • Provide continuous feedback to product groups on common customer issues to improve product's success.

  Training

  • Identify training needs based on CRI analysis and define training plans.
  • Either be the trainer or coordinate the training from the PG SME for CSS groups.
  • Maintain a log of training documentations and make CSS onboarding plans more efficient.
  • As an escalation engineer become the Product SME to lead and drive investigations with global CSS teams and help resolve them. During the process train the CSS engineers using the cases on hand and demonstration of product knowledge.
  • Embody our Culture and Values

Qualifications

Required Qualifications:

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

o 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

• 3 years of experience in a customer facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, System Development, Consulting, or IT/Network Operations
• 5+ years of experience in working (or supporting) Modern Data Warehouse/Lakehouse solutions including the following areas:
• Data ingestion
• Data processing
• Data flow orchestration
• Data security
• Query
• Reporting and Analytics

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.

Preferred Qualifications:

• Microsoft Technology Certifications.

Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $80,900 - $162,200 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 $105,300 - $176,900 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

#CES #CSS #DTP #DataAI

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.