Microsoft Hiring for Support Escalation Engineer at Hyderabad, Telangana Full Time

Full Job DescriptionMicrosoft 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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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.

Overview

Do you want to join an elite and distinguished team? Do you like complex challenges? Are you passionate about working directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation organization?

If so, the Support Escalation Engineer position in the Microsoft Customer Service and Support Organization is a unique career opportunity for you!

We are a diverse team who is proud to shape future technologies and deliver industry-leading services across the globe. As a member of that team, you will aspire to be our customers’ and partners’ trusted advisors to fuel some of the largest and most complex IT solutions in the world. You will constantly be exposed to cutting-edge software, services and devices.

Support Escalation Engineers (SEE) specialize in product configuration. As an SEE, you will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust relationships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community.

We seek out people who:
Are thoughtful, analytical leadersHave a passion for technology and continuous learningThrive in dynamic, high-stress environmentsAre eager to collaborate and build strong relationshipsAre able to see a problem from many anglesEmbrace multicultural environments
Responsibilities

Your Responsibilities
Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Software EngineeringResponsible for the customer support experience with MicrosoftOwn, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)Identify cases that require escalation (either technically or strategically)Create and maintain incident management requests to product group/engineering groupContribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experienceProvide ramp activities, knowledge sharing, technical coaching and mentoringDrive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Responsibilities

The primary responsibilities of a Support Escalation Engineer includes handling complex customer issues that’s being escalated to you and provide a timely resolution in agreement with customer.

The responsibilities also include :
Scoping and documenting customer scenarios, potential causes and troubleshooting steps

Ensuring compliance with schedules; processes and MS policies and values. Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.

Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.

Demonstrate leadership through personal responsibility, accountability and teamwork.

Manage crisis situations that may involve technically challenging issues and diverse audiences.

Own and resolve technically complex mission critical or politically hot customer issues, Be responsive to customer needs which may sometimes require working outside of normal business hours.

Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.

Interact with other engineers to provide technical action plans or take ownership of cases that require escalation.

Share knowledge with others through solution documents, contribute to social media, engage technical communities,

build automated self-help solutions and create training.

Coordination with product group and good at technical delivery

Qualifications

Language Qualification
English Language: fluent in reading, writing and speaking.

Qualifications

Required (Mandatory) Skills:
SIP & SFB roles

Understanding of VOIP . Dial-in conferencing

Excellent understanding of voice work in hybrid scenario & voice gateways/PBX (Understanding of voice codecs eg G.711, G.729)

Migration from on-prem to SFB Online or to Teams

Direct Routing – CCE

Normalization and EWS works

Voicemail – Auto-Attendant – Call Queue – Conferencing

Tools – Fiddler / Netmon or Wireshark, Solid understanding of client/server, networking, and Internet technologies fundamentals

Exchange / SPO Integration with Teams

Desired (Good to have) to have Skills:
Guest Access and AAD sync from AD perspective

Teams Room System – IP phone devices

O365 Security & Compliances

Good with SIP, RTP, HTTP protocols.

Fair understanding of Lync/Skype for business server roles (Front end, Director, Mediation, Reverse Proxy..)

Understanding and troubleshooting knowledge on TCP/TLS protocols

Proven knowledge and experience with the deployment of supporting technologies Exchange, Active Directory, SQL

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.