Escalation Engineer
Lisbon, Lisbon, Portugal
há 4 dias

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

As an EEE, you will be an elite member of the support team and embed with Azure DevOps Product Group. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements.

You will build solutions, help create tools, and help automate issue detection, diagnosis to enable customers, support to self- resolve the issues.

You will identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and / or eliminate them from the workflow.

This can include a range of potential work item categories; such as self-healing mechanisms, self-serve, transparency, automation, and / or increasing the capabilities for Azure DevOps Services support.

You will contribute to the Product improvements by filing impactful bugs, design change requests and help developers to fix the bugs, ship the fixes to production to prevent future customers from getting impacted.

As a trusted advisor to the Azure DevOps engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers, and help influence in-market solutions today.

As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts.

These strategic areas of focus will target our highest impact pain points for our Customers and support team members.


Your Responsibilities

  • Handle highly complex, political, financial, executive level cases - as business demands
  • Key collaboration point for advanced troubleshooting to unblock issues - including the use of code-level techniques
  • Manage engagement with Product Engineering for Support-raised escalations
  • Work alongside Serviceability and engineering teams as trusted advisor to improve incident resolution or service deficiency
  • Drive process, tool, service delivery and solution improvements that enable effective troubleshooting and remediation (incl. Diagnostics)
  • Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams / Services / Support / Regions)
  • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
  • Qualifications

    Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely, and build broad relationships with influencers to impact key business results for our business.

    The successful candidate will have an understanding of the competitive landscape and use this understanding to influence key decision makers in both Support and the Azure DevOps Engineering Groups.

  • This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail;
  • and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables.

    You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.

    It’s your chance to :

  • Work directly with our Azure DevOps Product Group to provide world-class engineering support at a product component level.
  • Perform complex product debugging and remediation when needed; working alongside the development teams to drive Support incident resolution for configuration, code, or other service deficiencies impacting customers.
  • Embedded Escalation Engineers are not expected to write product code; however, should be able to apply their code skills and understanding towards efficiently resolving Support issues as appropriate
  • The position is primarily behind the scenes providing engineering support to the Support teams on Support incidents that require Product Group engagement.
  • At the same time, individuals should be capable and prepared to periodically engage directly with customers to help facilitate incident resolution as appropriate.

    Language Qualification

    English Language : fluent in reading, writing and speaking.

    Any additional language would a plus.

    Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings : Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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