Escalation Engineer

Job description

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture.

We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered.

CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products.

Join CE&S and help us accelerate AI transformation for our customers and the world.

Interested in being on the cutting edge of Cloud Services?

Then come join Microsoft as an Escalation Engineer (EE) working with Azure Analytics.

As EE, you will be working with Azure Databricks Engineering team within support to be “the” differentiator in the marketplace and need the best and brightest to take our Azure Analytics Service to the next level.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**

**Business Integration**

+ Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.

**Product/Process Improvement**

+ Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions.

Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.

+ Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues.

Builds automation tools.

+ Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted.

+ Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.

+ Makes improvements based on feedback provided.

Translates feedback and creates processes and workflows for case resolution.

**Readiness**

+ Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology.

**Response and Resolution**

+ Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve highly complex customer issues.

+ Reviews highly complex issues and contacts customers to understand issue.

Ensures customers stay informed as to the status/solution of their issue.

Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues.

Supports the business both locally and globally to drive business.

Serves as a technical escalation point.

+ Performs complex product troubleshooting and remediation when needed.

Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.

Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

+ Resolves highly complex cases and by working on the end-to-end on case resolution.

Serves as an escalation point for other engineers to assist in resolving cases.

May have to work with product group or engineering team.

**Other**

+ Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)

**Qualifications**

**Required/minimum qualifications**

+ Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR 7+ years of technical support, technical consulting experience, or information technology experience.
+ 2+ years of experience with Azure Databricks.

**Other requirements:** 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.

**Additional or preferred qualifications**

+ Microsoft Technology Certifications.
+ 2+ years of experience in one or more of the following: Microsoft Azure Platform, Azure Networking Services, Azure Virtual Machine, Azure Storage, Microsoft Azure Analytics – Azure Databricks, JAVA, JavaScript, Python, R, Scala, REST concepts, PowerShell.
+ Experience with Data Integration solutions and services.
+ Experience with Open-Source technology preferred.
+ Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product.
+ Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.

Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year.

There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

ccept applications and processes offers for these roles on an ongoing basis.

Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until Novermber 8, 2025.

#CES #CSS #DTP #DataAI

Microsoft is an equal opportunity employer.

Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .

Required Skill Profession

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