Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product , configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.Responsibilities

• Ability to build business relationships with key customer contacts and Technical Account Managers and enhance the trust. As a Customer Lead:
• • Participate in regular governance calls with assigned customers and account team stakeholders; solicit customer support needs, blockers, challenges, and any concerns around their support experiences, then leverage available resources to address.
  • Capture key customer context and raise awareness of events and/or need-to-know information across the team.
  • Identify problems and/or improvement opportunities via routine review of customer case trends; track and drive mitigation, solution development, and/or team awareness.
  • Share best practices and other resources based on customer Azure usage areas and observed trends.
• Ability to quickly identify customer issues to specific Azure Services or Azure Platform
• Respond to and resolve critical customer issues by performing depth analysis work and engaging with the Engineering Group effectively.
• Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring/alerts.
• Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
• Act as technical leader, mentor, and role model across the ARR business.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
• Embody our culture and values

QualificationsQualifications
Required/Minimum Qualifications

• 7+ years technical support, customer facing, technical consulting experience, or information technology experience
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.

• 5+ years of technical experience in three or more of the following:
  • Windows System Administrator with good Active Directory knowledge and troubleshooting skills
  • Strong knowledge of Microsoft Windows Servers and Client Operating Systems
  • Troubleshooting skills in AD FS (Active Directory Federation Services) or other identity providers
  • Troubleshooting skills on at least one of the Microsoft Synchronization Engines, FIM/MIM, DirSync, AADSync or AAD Connect
  • Knowledge related to Microsoft Office 365 Cloud Services/Azure Active Directory
  • Knowledge of Azure B2C, B2B, MFA and Conditional Access

• • Cloud Application Management and configuration
  • Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.
  • Module-View-Controller (MVC) architecture and MVC Development
  • Experience with client-side OAuth protocol libraries such as Azure Active Directory Authentication Library (ADAL), Microsoft Authentication Library (MSAL) in any one of their released programming languages and server-side OAuth protocol libraries such OWIN, OpenID Connect or Katana is preferred.

Additional or Preferred Qualifications

• Microsoft Technology Certifications.
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
• Solid foundation and background in Microsoft products and technologies

• Troubleshooting skills in Network and DNS
• Familiar with packet sniffers: Fiddler or Network Monitor/Message Analyzer

Soft Skills:

• Technical Leadership - handle technically challenging and politically sensitive customer situations
• Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
• Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.

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.
The salary for this role in the state of Colorado is between $119,200 and $178,800.
At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.
Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.