Are you passionate to lead, innovate, teach and collaborate on helping improve the overall end-to-end Customer Experience in the Modern Workplace space? If so, this role might be for you. Office Shared Services Team is looking to hire a qualified candidate to fill a Support Escalation Engineer role with a focus on the server integration product areas. This role requires superior communication and presentation skills along with the ability to influence and partner with support leadership and engineering teams. Proven and demonstrated Office & SharePoint product expertise to include business solution process acumen is a must for this role.

In this role, you will serve as a key stakeholder between Office support, support delivery leadership, support delivery teams and product engineering plus a variety of other key stakeholders that influence and impact our Customer’s experiences. Your common interactions will include dialog w/support teams and leadership, engineering PM’s and developers and senior leadership within Microsoft. This also includes your peers across CSS in addition to Customers or Partners engagements as required. There will be a strong focus on helping to simplify and unify the Customer and Engineer experience if hired into this role.

Responsibilities

• Drive partnership and collaboration among a variety of stakeholders to effectively change and improve the product and support experience.
• Identify and drive innovation opportunities with a focus on improving the customer experience
• Discover, translate and apply metrics with a focus on improving the engineer experience and how work is conducted identifying improvement opportunities.
• Effectively plan and execute collaborative engagements with key stakeholders in CSS and engineering teams.
• Research, evaluate, testing and deploy new customer support experiences that involve cutting edge technologies and delivery a world class experience to our customers.
• Collaborate with product quality leads to help drive issues into engineering team and to ensure maximum Support Readiness functions for product launches.
• Collaborate with key stakeholders to transform engineer competency and assessments using real-world experiences and automation.
• Provide thought leadership and direction on a wide range of areas regarding volume trends, engineer enablement, support processes and future planning requirements.

Qualifications

• 5+ years of SharePoint experience required
• Strong and demonstrated experience of Office productivity tools such as Word, Excel, PowerPoint, OneNote.
• Proven experience with troubleshooting tools like Fiddler, Netmon, Procmon, ULS Viewer, Wireshark.
• Fair knowledge of TCP/IP, IIS, SQL, Active Directory, DNS.
• Passion for technology and improving overall product quality.
• Strong customer focus, excellent communication skills, and the ability to work in a fast-paced team environment.
• Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
• Excellent analytical, problem resolution and decision-making skills
• Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
• Courage and conviction to drive decisions and defend positions as appropriate.
• Positive influencer on his peers and followers, strong energy and highly committed within the Business.

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.