Title: Support Escalation Engineer - SharePoint
Preferred Locations: Cambridge, MA; Fargo, ND; Charlotte, NC; Las Colinas, TX; Boise, ID; Sammamish, WA
The Support Escalation Engineer is a technical leader who will have the opportunity to solve technically complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry. 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.
At Microsoft Global Business Support (GBS), the sentence: “That’s not our problem” doesn’t exist in our lexicon. With more than 7,000 employees, we deliver world-class assistance around the clock to businesses, partners and developers in 24 languages.
Support Escalation Engineering at Microsoft
The Support Escalation Engineer - You will use advanced troubleshooting methods and tools to solve technically complex problems. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product lines. You also have the opportunity to assist in the growth of other Engineers through mentoring, training scenarios and collaboration during problem solving. This will allow the freedom to broadly enable customer self-help by creating leveraged resources, automated self-help solutions, and sharing your expertise via social media. We’ll provide you with abundant resources, including a rich content library, advanced diagnostic tools, and access to other Microsoft experts.
Key Responsibilities:
As a Support Escalation Engineer you will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with those customers.
It’s your chance to:
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
Exhibit leadership through personal responsibility, accountability and teamwork.
Act as a technical focal point in cooperative relationships with other companies.
Manage crisis situations that may involve technically challenging issues and diverse audiences.
Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Travel within the US and internationally may be available.
Earn certifications as an MCSE, MCSD or MCPD. Microsoft will facilitate this opportunity through company provided resources and testing centers (required within one year of employment).
Business Division Specific:
As a Support Escalation Engineer for SharePoint, you will have opportunities to work directly with the product team and a broad range of customer contacts from the customer's Help Desk to their CTO, as well as to work alongside some of the world's best troubleshooters in Microsoft technologies.
The technologies upon which SharePoint is created are constantly changing and becoming more complex. In order to meet these changes, our engineers will need to learn the technical stack of technologies and be adept at creative troubleshooting and problem solving. This role is chocked with opportunities for the right candidate to globally share back their passion for knowledge through coaching, mentoring, developing content (KB articles, whitepapers, training curriculum,…), and facilitating training to escalation peers and frontline engineers. Training opportunities can also scale beyond the support business to include our partner teams, such as Premier Field Engineering, Application Development Consulting, Sustained Engineering, and Consumer support. This work may include webcasts, content development, and workshop deliveries.
Additionally, you will have the opportunity to collaboratively work with the front-line Support Engineers on a daily basis to provide technical reviews and action plans for, or take ownership of, cases working their way through the escalation channel.
Success in this role requires a commitment to teamwork, collaboration, and demonstrated leadership skills.
Skills and qualifications:
Advanced skills in troubleshooting, communication, and collaboration
Working knowledge of SharePoint and/or SQL would be a plus
Minimum of 3 years of experience in systems development, network operations, software support or I.T. consulting.
Solid understanding of client/server, networking, and Internet technologies fundamentals.
Desired background in Technical Training. Education Bachelor's Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field.
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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