Support Escalation Engineer at Microsoft

Support Escalation Engineer Details

Oct. 26, 2018, 12:36 a.m.
Individual Contributor
Issaquah, WA
Azure Incubation Team Azure? The Microsoft
Are you interested in the cloud business and enabling the newest IaaS workloads in Azure? The Microsoft Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing a dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions. Azure Support is a strategic unit of Customer Support Services (CSS) responsible for the following: 1. The definition and implementation of the support services required to win in the cloud marketplace. 2. Resolving customer issues including complex technical scenarios integrating multiple cloud capabilities and service availability, quality, outage management. 3. Provide critical product feedback to multiple Engineering Groups to

Responsibilities include: The Support Escalation Engineer is responsible for support delivery, working with customers to resolve complex technical customer issues related to the newest Azure features running on the Microsoft Azure Platform. In addition, the Support Escalation Engineer plays a critical role in the implementation of Azure Platform support capabilities which includes working with the Engineering Group and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Technical Leads to ensure support team readiness;
Qualifications: SOFT SKILLS Leadership - Handle technically challenging and politically sensitive customer situations and passionately advocate on behalf customers Self-Starter - Must thrive in ambiguous situations Strong communications skills – Excellent spoken and written English communication skills Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status in a way the customer understands; and inspire confidence in new Microsoft features Cross-team collaboration Logical and Critical thinking
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