Escalation Engineer Job
Date: Feb 12, 2014
Location: Charlotte, NC, US
Location: Charlotte, NC, US
Job ID: 856599-128668
Division: Services & Support
This position can be located in Charlotte, NC or Las Colinas, TX
Are you ready to join a team of the world’s best technical experts to enable the success of Microsoft solutions for our commercial & enterprise customers? Do you love being a technical leader who has the opportunity to solve complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry? The Escalation Engineer is a technical leader who does exactly that! As a trusted advisor to IT Professionals and Developers, you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of value to the Microsoft solution. In Microsoft Global Business Support (GBS) AMERICAS organization, the sentence: “That’s not our problem” does not exist in our lexicon. With more than 8,000 employees, we deliver world-class assistance around the clock to businesses, partners and developers!
You will have a chance to use source code and debugging to solve technically complex problems and working with the largest enterprise customers. As an Escalation Engineer, you are 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 case collaboration. You will be designing and driving the discovery of potentially unique solutions for each customer situation as part of a team. We’ll provide you with abundant resources, including the product source code, a rich content library and advanced diagnostic tools. As a member of this organization, you will benefit from access to the most comprehensive collection of experts as well as the opportunity to work directly with the Program Managers and Developers who design and build Microsoft products. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation. An Escalation Engineer is also a key technical interface to the Product Group for the resolution of high impact or pervasive issues effecting Microsoft's corporate customers. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.
Our world can only be described as a continuous learning environment with significant investment in allowing top technical minds to reach their full potential. There are many career paths in the GBS organization, including becoming a subject-matter expert or developing code through an escalation services role. Join our team of smart people and great leaders, and experience working with our cutting-edge technology including cloud services. Microsoft Escalation Engineers provide responsive and reliable resolution of the most critical and highest impact problems for Microsoft's strategic corporate customers using Microsoft software products!
Represent Microsoft in communications with corporate customers via telephone, written correspondence, or electronic service to assist customers in resolving technical issues involving Microsoft products and technologies
Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations
Demonstrate strong interpersonal and communication skills, while working with varying audiences from highly technical engineers, to developers and architects, as well as executive level management
Demonstrate leadership through personal responsibility, accountability and teamwork
Act as a technical focal point in cooperative relationships with other companies
Manage crisis situations that may involve technically challenging issues and diverse audiences
Receive escalated, technically complex mission critical or politically hot customer issues and maintain ownership of the issue until resolved completely
Be responsive to customer needs, both within and outside of normal business hours in some situations or as part of an on-call rotation
Apply a logical and methodical approach to remote problem resolution
Use trace analysis, debug skills, source code, as well as sophisticated and proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code
Maintain strong working knowledge of released products, take ownership for product improvement and participate in pre-release activities and BETA programs
Work directly with the Development and Sustained Engineer teams to obtain product design information
Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation
Create technical content including Knowledge Base articles, whitepapers, training documents and blog postings
Respond to select newsgroups and contribute to proactive knowledge transfer
Opportunities to travel both within the US and internationally to other Microsoft locations for training and meetings or to customer sites to assist with problem resolution may be available
Certification as an MCSE, MCSD or MCPD is facilitated through company provided resources and testing and is required within one year of employment.
Experience with post-mortem debugging using WinDbg or similar debugger tools
Able to read and analyze C++ and C#
Ability to capture, read and analyze network traces
Working knowledge of Windows Architecture and Internals (e.g. Processes, Threads, Memory Management, Networking, Kernel Architecture)
Previous experience working in an administrative, consulting or development capacity on an enterprise server product, such as Exchange, SQL, IIS, or SharePoint or similar Microsoft or other Windows based products
Ability to Share Knowledge
Candidate must be a strong critical thinker, and enjoy solving challenging problems (often involving code level analysis). Escalation Engineers within GBS are frequently involved with high profile issues, and therefore must be able to handle both political and complex situations. Candidates must also have strong customer service, accurate logical problem solving and communication skills, and the ability to work in a team environment.
The ideal candidate may have a four year degree in C.S. or Engineering and a minimum of four years product support experience or the equivalent in work experience
Check out our team’s blog to see what we do: http://blogs.msdn.com/b/ntdebugging
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