Embedded Escalation Specialist

3 weeks ago

Vancouver, British Columbia, Canada Microsoft Full time
Overview

Microsoft's Customer Experience & Success (CE&S) organization is a global team of over 18,000 employees, responsible for delivering exceptional customer experiences. We're seeking a skilled Embedded Escalation Engineer to join our team and help us build a future where customers trust us not only for our industry-leading products but also for our commitment to their success.

Responsibilities

As an Embedded Escalation Engineer, you will:

  • Investigate and resolve highly complex customer technical issues, serving as a technical escalation point for other engineers.
  • Lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching, and mentoring.
  • Deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.
  • Act as a trusted advisor to the product group/engineering teams and drive Microsoft product, diagnostic, and support process improvements.
  • Use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.
Requirements

To be successful in this role, you will need:

  • 7+ years of technical support, technical consulting experience, or information technology experience, or a Bachelor's Degree in Computer Science, Information Technology, or a related field, and 5+ years of technical support, technical consulting experience, or information technology experience.
  • Ability to meet Microsoft, customer, and/or government security screening requirements, including Microsoft Cloud Background Check.
Preferred Qualifications

We're looking for candidates with knowledge or experience with Microsoft Defender for Office 365 (MDO) and/or message protection.

Benefits

As a Microsoft employee, you'll enjoy a range of benefits, including:

  • Industry-leading healthcare
  • Educational resources
  • Discounts on products and services
  • Savings and investments
  • Maternity and paternity leave
  • Generous time away
  • Giving programs
  • Opportunities to network and connect
About Microsoft

Microsoft's mission is to empower every person and organization on the planet to achieve more. We're committed to cultivating an inclusive work environment where everyone can thrive at work and beyond.

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