Escalation Engineers (EE) investigate & solve critical, complex, technical issues escalated from frontline using mostly code level techniques. EEs often use trace & source code analysis, debugging tools, reverse engineering techniques & other sophisticated diagnostic tools used in software creation & debugging to investigate unknown issues. EEs may write code to reproduce or investigate issues, create new tools, or add instrumentation to existing components to isolate defects. The EE frequently collaborates with Support Escalation Engineer configuration experts & if a code defect is discovered, is responsible for driving the Product Group bug process. Often EE issues are not only technically complex, but politically charged situations requiring the highest skill levels of conflict resolution & collaboration to speak for the Product Group at a source code level. An EE’s strong suit is in employing problem isolation techniques, internals & code knowledge to solve unknown problems, and demonstrate the strong customer obsession.
Responsibilities
1. Demonstrate strong interpersonal and communication skills
2. Exhibit leadership through personal responsibility, and accountability and teamwork
3. Manage crisis situations that may involve technically challenging issues and diverse audiences.
4. Own and resolve technically complex mission critical or politically hot customer issues
5. Collaborate with Engineering teams regularly to provide technical reviews and action plans for the customers.
6. Share knowledge through communities with other engineers and develop customer solutions efficiently.
7. Use trace analysis, debug skills, source code and other proprietary tools to analyze problems and develop solutions to meet the customer needs.,
8. Communicate with Microsoft product groups often to influence decisions
9. Understand the customer needs and deliver the great customer experience
Qualifications
1. Strong analytical problem solving skills
2. Quick learner
3. Good communication skills both in English and Chinese
4. Programming skills / Debugging with C+/C++ or C#
5. Bachelor or above degree in Computer Science
6. 5+ year's relevant working experience
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.
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