Support Escalation Engineer
Location:
Irving , Texas
Posted:
January 17, 2018
Reference:
1012945
Microsoft Azure’s open cloud platform enables customers to quickly build scalable always up cloud services. When something goes wrong, it may not be our fault, but it is our problem.

As a Support Escalation Engineer on the Cloud Integration Engineering team within Global Business Support, you will work directly with developer customers who range from small software developers to global Fortune 100 corporations. You will be a member of an elite team that solves the most challenging Microsoft Azure cloud service problems. You will work with other engineers to debug, troubleshoot, correct code, and create solutions. You will document solutions and work with the operations team and product groups to improve Microsoft Azure services.


Responsibilities
Leverage the people and resources put at your disposition in order to speed the resolution of the customer’s issue. Time is of the essence in the cloud. Analyze customers’ Azure problems and develop solutions to meet their needs. This will involve debugging, troubleshooting, correcting code, and taking responsibility to see that the issue is fully resolved.

Communicate technically complex information with Microsoft’s developer customers via email, telephone and electronic services. Working with customers when their site is down requiring calm empathy. Results will be measured by customer surveys.

Continually learn technologies and develop deep expertise then share that knowledge with the team. The objective is to grow into a subject matter expert in one of the many areas of Microsoft Azure: compute, storage, cache, or service bus.

Document work completed and time spent on customer issues. Create advanced technical content including Microsoft Knowledge Base articles, samples and training.

Provide actionable feedback by isolating software bugs and collecting customer suggestions.

Participate actively in regular technical triage meetings to share knowledge with other engineers to help quickly resolve their customer issues.


Contacts

This position requires collaboration with customers and Microsoft employees including: managers, support engineers, account managers, operations and product development teams.


Qualifications

Candidates must have a four-year degree in C.S. or E.E. or equivalent applicable advanced certification. Candidates must have excellent written and spoken English skills including the ability to provide clear instructions and communicate complex technical information effectively. They must be able to work both independently and in a team environment. Strong problem solving skills are essential, including the ability to debug applications written in native or managed code. Networking skills are a definite positive.

A strong working knowledge of web services and technologies is essential. Prior expertise building services on Mac or Linux with: Java, PHP, Node.js, Python or Ruby is also desired.


Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

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