Senior Support Escalations Engineer
Microsoft
Senior Support Escalations Engineer
Multiple Locations, United States
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Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Empowering customers to harness the full potential of Azure AI by delivering world-class support for Azure Machine Learning, Azure OpenAI, and Cognitive Services. We help to support enterprises to resolve complex challenges, drive AI innovation, and ensure seamless adoption of cutting-edge AI solutions. Our mission is to provide expert guidance, proactive solutions, and an exceptional support experience that accelerates customer success in the AI-driven world.
The Microsoft CSS Azure AI team plays a pivotal role in delivering world-class support for Azure Machine Learning, Azure OpenAI, and Cognitive Services. As a key technical expert, you will help enterprise customers overcome complex challenges, optimize AI workloads, and accelerate their AI adoption. This role requires deep technical expertise, problem-solving skills, and a passion for customer success. You will collaborate with engineering teams, influence product improvements, and ensure customers maximize the value of Azure AI solutions.
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.
Qualifications
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR 7+ years of technical support, technical consulting experience, or information technology experience.
- Microsoft Technology Certifications
Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 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 $133,700 - $219,200 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 11, 2025.
#CES #CSS #DTP #AInG
Responsibilities
Response and Resolution
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
- 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
- Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.
Product/Process Improvement
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
- Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
- Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
- Translates feedback and creates processes and workflows for case resolution.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
Business Integration
- Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.