Embedded Escalation Engineer

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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 CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence (AI) and Internet of Things (IoT), Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

As an Individual Contributor in the CSS Supportability organization, your mission is to improve the customer and engineer experience by identifying, mitigating, and preventing support issues at scale. You will use a data-driven approach to analyze customer pain points, influence product improvements, and drive operational excellence through automation, documentation, and AI-powered solutions.

This role is flexible in that you can work up to 50% from home.

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.

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
o OR 5+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

Preferred 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
o OR 7+ years of technical support, technical consulting experience, or information technology experience.
* At least 3 years experience with Fabric Data Engineering, Synapse Spark, Azure HDInsight or related Spark workloads
o OR equivalent experience

Language Qualification
English Language: fluent in reading, writing and speaking.

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.

Response and Resolution: You own, investigate, and solve highly complex customer technical issues and serve as a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (e.g., debugging).
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• Product/Process Improvement: You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.
• Business Integration: You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.