This position will require you to work a rotational On-Call schedule as a subject matter expert to Support Engineers (1-2 on call shifts every 2-3 months.) You may have the opportunity for some occasional domestic and / or international travel.
Responsibilities
Escalation Engineers (EE) investigate & solve critical, complex, technical issues escalated from Tier 1& Tier 2 using mostly code level techniques or by leveraging telemetry in support tools. EEs work in close alignment with our Engineering Group to use trace & source code analysis, debugging / telemetry 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 (either for the customer issue at hand or to impact multiple customers experiencing a similar issue,) create new tools, or add instrumentation to existing components to isolate defects. The EE frequently collaborates with Support Escalation Engineer subject matter experts & if a code defect is discovered, is responsible for driving the Product Group bug process. EEs also facilitate accurate and relevant knowledge management and technical documentation to drive consistent customer experiences and efficiencies. EE issues are not always purely 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 solving techniques, product & code knowledge, and professional customer / stakeholder communication skills to solve unknown problems.
Additional responsibilities include:
• Technical and customer experience leadership in the organization, including mentoring and coaching engineers, and driving business initiatives.
• Ensuring a close alignment and progress with our Engineering group and the Customer Support delivery teams.
• Obsess about & know our customers & partners.
• Deliver world class customer experiences visible in customer survey results/customer sentiment and other drivers like speed of resolution and throughput improvements.
• Support & drive growth, consumption & revenue.
• Develop & grow your knowledge; Lead the transformations.
• Own & optimize technical delivery with regional and global impact.
• Collaborate & actively participate in the end-to-end delivery vision.
Qualifications
• English Language: fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus, (e.g. TOEFL, TOEIC, Cambridge English Exams)
• 10 or more years industry experience working with external customers.
• Degree in Management Information Systems, Computer Science, Computer Information Systems, Computer Engineering, related technical degrees or applicable industry experience
• Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential.
• Excellent Communication Skills - verbal, listening, and written (including technical writing).
• Passion for technology, lifelong learning and professional development.
• Confidence
• Cross-Boundary Collaboration
• Interpersonal Awareness
• Impact and Influence
• Analytical Problem Solving
• Building Customer/Partner Relationships
• Dynamics and Microsoft stack Product & Technology Expertise
• Project Management
• Strategic Insight
• Value Selling
• Experience working with customers in the Cloud, e.g. Microsoft Cloud products such as Azure, Office 365, Microsoft Dynamics 365 or other cloud solutions (SalesForce, AWS, etc.)
• Experience working with Enterprise customers
• Industry experience with Microsoft stack (or comparable) technologies.
• Working knowledge of Microsoft (or other) SQL Databases (T-SQL, Indexes, Stored Procedures, etc.) and Active Directory
• A fundamental understanding of IIS/Apache, troubleshooting website issues/HTTP responses
• Ability to troubleshoot networking issues, database or scripting issues using tools like Message Analyzer, SQL Profiler and browser debuggers, etc.
• Ability to read and analyze network traces, Fiddler, SQL traces, etc.
• Current Microsoft IT Certification (Ex. MCSE, MCSA, MCSD, MCTS)
• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
• Strong debugging skills desired, e.g. script debugging using browser debugger, C# code, and memory dumps debugging using WinDbg.
• Programming skills- including the ability to read and understand code written in C#, J-Script, XML, HTML and other Microsoft .NET technologies.
• Experience customizing Dynamics 365 (CRM) environments and working with solutions for both Online and On-Premises offerings
• Experience troubleshooting .NET based web applications using Visual Studio, troubleshooting and tuning application performance issues.
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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