Escalation Engineer - 124533

<div class="rich-text" itemprop="description">Escalation Engineer<br/><br/>As one of the largest service and support networks in the industry, Microsoft Customer Service and Support (CSS) helps nearly 1 billion customers around the world each year. The organization is responsible for partnering with and providing Microsoft product groups with customer feedback and ensuring customers are receiving world-class support in over 35 languages.<br/><br/>The Escalation Engineer role will provide technical escalation and business critical support to Partners, Developers and Enterprise customers around the world through various support offerings within the Microsoft Dynamics CRM Support Business.<br/><br/>Role Purpose:<br/>Escalation Engineers (EE) investigate and solve critical, complex, technical issues escalated from Tier 1 and Tier 2 using mostly code level techniques. EEs often use trace and source code analysis, debugging tools, reverse engineering techniques, and other sophisticated diagnostic tools used in software creation and debugging to investigate unknown issues. EEs may write code to reproduce or investigate issues, create new tools, or add instrumentation to existing components to isolate defects. The EE frequently collaborates with Support Escalation Engineer configuration experts and, if a code defect is discovered, is responsible for driving the Product Group bug process. Often, EE issues are not only technically complex, but politically charged situations requiring the highest skill levels of conflict resolution and collaboration to speak for the Product Group at a source code level. An EE’s strong suit is in employing problem isolation techniques, internals &amp; code knowledge to solve unknown problems.<br/><br/>Key Accountabilities<br/>•Manage technical readiness of self and others through training and understanding of current business needs.<br/>• Leverage connections with key players in the customer/p artner organization to create a more expansive contact network.<br/>• Diagnose customer problems systematically, generating alternative solutions, and providing recommendations that support the customer's working environment and technology strategies.<br/>• Drive customer satisfaction and retention by delivering solutions that provide high quality results in an expedient manner even when there are significant obstacles<br/>• Involve team members early in the planning and strategy development process to create a sense of ownership among all members.<br/>• Achieve operational goals as set forth by the role’s business unit.<br/>• Engage in and manage support processes to achieve a high level of efficiency and effectiveness.<br/>• Mentoring and knowledge delivery to the support community to drive efficiency in the support delivery.<br/>• Enabling of Microsoft partners through technical readiness/training and day-to-day support work.<br/>• Effectively manage all the requests to the Customer and Partner Experience team to achieve a high level of efficiency and effectiveness<br/>• Improve end-to-end support service quality by implementing new or changes to tools and processes<br/><br/>Responsibilities:<br/>• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and program management.<br/>• Exhibit leadership through personal responsibility, accountability and teamwork<br/>• Use trace analysis, debug skills, source code and other proprietary tools to analyse problems and develop solutions to meet customer needs (possibly writing code).<br/>• Provide the last line of technical defence, being the experts on syntax and the way code is written.<br/>• Act as a technical focal point in cooperative relationships with other companies and/or vendors.<br/>• Manage crisis situations that may involve technically challenging issues and diverse audiences.<br/>• Own and resolve technically complex mission critical or politically hot customer issues and share discoveries back into Microsoft systems. <br/>• Be responsive and flexible to meet customer needs which may sometimes require work outside of normal business hours or on-call rotation.<br/>• Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA/preview programs.<br/>• Share knowledge through communities with other engineers and develop customer solutions efficiently.<br/>• Understand technology strategy and collaborate with other Microsoft teams to address issues.<br/>• Communicate with Microsoft product groups often to influence decisions.<br/>• Work directly with the Development and Sustained Engineer teams to obtain product design information.<br/>• Proactively develop self and others to resolve customer and partner problems. <br/>• Able to partner within virtual teams towards executing on multiple technical initiatives simultaneously. <br/>• Use effective communication skills and ability to present complex technical issues to a general audience. <br/><br/>Skills, Qualifications:<br/><br/>Qualifications<br/>• Experience supporting Dynamics CRM preferred<br/>• MCSE/MCSA preferred<br/>• Broad knowledge for industry standards (ex: communication protocols, services…)<br/>• The required education is at least High School with a degree in Computer Science or Electrical Engineering being preferred.<br/>Skills:<br/>• Ability to encourage teamwork and collaboration, by effectively managing change, and by clearly communicating business strategy.<br/>• Ability to take leadership of Technical efforts/virtual teams.<br/>• Ability to initiate and build effective working relationships. with CSS engineers, Product Group and Sustained Engineering<br/>• Fully supports Microsoft Corporation strategies &amp; values.<br/>• Ability to communicate (written and oral) effectively in the customer’s language as determined by the employee’s GTSC / Region including forms of address, grammar, word choice, and cultural implications.<br/>• Strong experience in systems development, network operations, software support or I.T. consulting <br/>• Experience with post-mortem debugging using debugger tools &amp; advanced troubleshooting<br/>• Able to read/write and analyze Code<br/>• Solid understanding of networking, including protocol use, authentication methodology and industry components<br/>• Can work with demanding customers (shows empathy, finds underlying issue, finds common ground, creates shared ownership of issue, builds trust, maintains composure, not afraid to say "no")<br/>• Makes effective tactical decisions to help resolve cases. Works effectively with other stakeholders. Recommends technical steps which will help resolve the issue effectively. Supports lead stakeholder in resolving the issue.<br/><br/>Personal Attributes<br/>• Strong communication skills<br/>• Excellent demonstrated customer service skills<br/>• Effective learning skills<br/>• Works well in a cross-team environment<br/>• Strong problem-solving skills<br/>• Technical passion<br/>• Ability to quickly narrow down complex scenarios (convergent thinking) and to creatively find workable solutions (divergent thinking)<br/><br/>Travel:<br/>This position may require minimal travel to the customer site as well the need to be available to work outside of business hours.<br/><br/>We are willing to hire from L. 60 up to L. 62<br/><br/>Microsoft is an equal opportunity employer and supports workforce diversity. All applications for vacant positions will be welcomed and will be considered on the relative merits of the applicant against the role profile for the position regardless of color, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief.</div>