Preferred locations: Charlotte, NC; Redmond, WA; Las Colinas, TX.
Are you ready to join a team of the world’s best technical experts to enable the success of Microsoft solutions for our commercial & enterprise customers? Do you love being a technical leader who has the opportunity to solve complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry? The Escalation Engineer is a technical leader who does exactly that! As a trusted advisor to IT Professionals and Developers, you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of value to the Microsoft solution. In Microsoft Global Business Support (GBS) AMERICAS organization, the sentence: “That’s not our problem” does not exist in our lexicon. With more than 8,000 employees, we deliver world-class assistance around the clock to businesses, partners and developers!
Do you enjoy working with network protocols? Are you passionate about interoperable solutions across various OS and device combinations? Are you looking for an opportunity to bring your knowledge and passion of open source technologies to Microsoft?
The Opportunity -
As an Escalation Engineer (EE) on the protocols team, you will work directly with 3rd party developers ranging from small and large open source development projects to Fortune 100 corporations. Protocol EEs have the opportunity to work closely with Microsoft’s partners, including opportunities to debug some of the most successful open source projects under development today, by working with them face to face at Microsoft hosted plug-fests and Interoperability labs as well as partner sponsored events. Protocol EEs also get to work closely with numerous product groups and interoperability teams to ensure that Microsoft succeeds in the interoperability initiative. On a daily basis you will get to solve challenging network protocol problems using a variety of resources and tools and have the opportunity to choose additional stretch projects that advance the overall interoperability effort.
For more information about the Microsoft Protocol Programs, go to http://www.microsoft.com/protocols
Skill Profiles Needed
Required Skills
• Fluent in reading and writing programs in C, C++, and C#
• Strong experience with Visual Studio, Windbg, Message Analyzer/Netmon
• Strong experience working with Office/Exchange File Formats and Protocols including ActiveSync, EWS, MAPI
• Experience providing clear instructions and communicating complex technical information via email and phones.
• Excellent troubleshooting and problem-solving skills
• Be a lead at conference\lab engagements with customers/partners and be able to present
Nice to Have Skills
One year or more experience troubleshooting network software infrastructures; ideally non-Windows based network software infrastructures. Experience with Windows networking is a bonus.
Familiarity working with User Mode/Kernel Debugging
Experience and knowledge of Windows architecture.
Previous support experience.
Roles and Responsibilities
Answer highly-complex customer questions about network protocols used in Microsoft products including ActiveSync, EWS, MAPI and Office file formats. This will involve analyzing network traces, verifying the correctness of protocol specifications, and using a variety of sophisticated troubleshooting tools.
Work as a member of a team to solve customer questions, but also take individual responsibility to see that each question or issue is fully resolved.
Communicate technically complex information with Microsoft’s developer customers via telephone, written correspondence, and electronic services.
Represent Microsoft to customers in a highly-professional manner by managing customer expectations, devising action plans, and communicating to all parties involved using the highest level of customer skill.
Create advanced technical content including Microsoft Knowledge Base articles, whitepapers, team blog, and training.
Identify and report software bugs, documentation bugs, and customer suggestions.
Continually learn technologies and develop deep expertise in Microsoft products and networking protocols. Apply that knowledge to solve real-world problems.
Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers.
Transform your Career with Microsoft Services with jobs here http://aka.ms/CareersInServices.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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