In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, collaborating and knowledge sharing with each other and are innovative in providing solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

As a Support Escalation Engineer, you will solve high level complex problems, involving broad, in-depth product knowledge or in-depth product specialty. You will be acting as escalation/backline level engineer, collaborating with frontline team, acting as subject matter expert. Your focus area will not only be technically complex but will be politically charged critical situations requiring the highest level of customer skill. You will be expected to create broad impact across the business by reviewing incidents, working together with Product Group and sharing knowledge.

Responsibilities

• Act as a Subject Matter Expert in O365 Authentication related areas
• Assist and collaborate with Frontline Engineers on daily basis to drive faster resolution of customers’ problems
• Act as a customer point of contact for escalated/complex cases when needed
• Perform regular incident reviews to ensure overall case wellness, work quality and healthy backlog of the team
• Work with technical leads to develop new troubleshooting scenarios and improve diagnostic tools
• Ensure high quality of bug requests from the team and drive fast and efficient collaboration with the Product Group
• Share knowledge with others using various channels: triage calls, brownbag sessions, distribution lists and chats
• Develop additional skills in cross technologies within Microsoft 365 suite in order to provide smooth customer experience for borderline scenarios
• Work with the Team Manager to plan availability of the team, including time zone and language coverage
• Design and monitor execution of development plans for new team members, be a strong coach to support the development

Qualifications

At least 2 years of enterprise customer service and support experience for environments with Azure Active Directory, including:

•  Active Directory Federation Services and federation Protocols
•  Microsoft Synchronization Engines (Dirsync, ADSync, AAD Connect)
•  Multi-Factor Authentication

Strong understanding of all basic concepts, including: 

• Network concepts (DNS, network protocols, IPs and ports, etc.)
•  OS (Registry, Processes, Rights and Permissions, etc.)
•  Active Directory (Authentication Protocols, PKI)
• Experience with Office 365 suite and/or messaging products (Exchange Server, Exchange Online, Outlook) is an additional benefit
• Ability to work independently with minimal management supervision and both as part of regional and virtual team of engineers
• Demonstrated aptitude for providing exceptional customer service in politically charged environments
• Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development
• Actively participate in team support by proposing and implementing solutions

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.