Embedded Escalation Engineer (EEE) - Skype/Teams at Microsoft

Embedded Escalation Engineer (EEE) - Skype/Teams Details

June 11, 2019, 9:11 p.m.
Individual Contributor
Seattle, WA
Cloud Services and
Are you interested in being on the cutting edge of our Cloud Services and help solve some of the toughest customer issues with our Modern Communication and Collaboration solutions? Come join the Microsoft Teams and Skype for Business Online Embedded Escalation Engineering team within CSS. As an Embedded Escalation Engineer (EEE) you will be deeply connected to engineering and responsible for debugging, troubleshooting and resolving escalated customer issues. In this role, you will function as a customer advocate within the Engineering teams by designing support solutions for broadly impacting, complex and challenging issues that cannot easily be resolved through code and architecture changes. You will also work with the global Skype for Business / Microsoft Teams Support Escalation Engineers on a daily basis to ensure that we are delivering timely resolution to individual customer issues. So, do you have what it takes to help shape the future of services at Microsoft and the larger industry?

Provide world-class operational support at a Skype for Business / Microsoft Teams product component level that reduces escalations to the team. Perform complex analysis and remediation to resolve issues that are raised by Skype for Business Online and Microsoft Teams support. Embedded Escalation Engineers should be able to apply their troubleshooting skills and deep product knowledge and understanding towards efficiently resolving Support issues as appropriate, identifying emerging trends or re-occurring escalation scenarios, and driving engineering opportunities to mitigate and/or eliminate them
Requirements: 4+ years experience with troubleshooting Skype for Business / Lync Server Experience with PowerShell and C# BS in Computer Science or Engineering or equivalent industry work experience Preferences: Solid understanding of client/server, networking, and Internet technologies fundamentals. S trong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment. Strong ability to interact and communicate with groups outside the support engineer's immediate workgroup. Ability to meet Microsoft, customer and/or government security
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