Our Organization: No two days are the same in Customer Service and Support at Microsoft. We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Microsoft software and services.
As cloud goes mainstream, Microsoft Azure is leading the way. Azure’s continued success depends on providing our customers a world class support experience. The Azure Rapid Response (ARR) team is geographically distributed with staff in America, Asia, and EMEA. We speak many languages; and we come from a variety of cultural backgrounds. We provide end-to-end Azure solution support for the most critical enterprise customers and top Startups. We are looking for talented people with a growth mindset, a passion for solving complex issues and an obsession for customer happiness.
Our Culture:
Our culture is built around attributes that drive our every decision, and our every action.
- Customer obsession – Our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.
- Growth mindset – Our people focus on learning, improving and being open about change.
- Diverse and inclusive – We celebrate and leverage our cultural differences as it makes us a stronger organization and provides the best experience for our engineers and customers.
- One Microsoft – We believe in a boundary-less organization, unlocking the collective genius and building great experiences.
- Making a difference – We think beyond the traditional measures of business or individual success and believe that our work is purpose driven, improving lives worldwide.
The Role
As an Escalation Engineer, you will have the opportunity to leverage tools and troubleshooting skills to solve technically complex problems while working with our most strategic enterprise customers. You will be a technical leader and will have many opportunities to assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration. As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team.
Responsibilities include:
- Ability to build business relationship with key customer contacts and Technical Account Managers and enhance the trust.
- Ability to quickly identify customer issues to specific Azure Services or Azure Platform; and being able to conduct in-depth and be able to work with Engineering Group effectively.
- Respond to and resolve critical customer issues.
- Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring/alerts.
