Support Escalation Engineer

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience.

Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

All candidates should make sure to read the following job description and information carefully before applying.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience.

In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues.

This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 100% from home.

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

Response and Resolution

You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.

Readiness

• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product / Process Improvement

You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.

QualificationsRequired Qualifications

• 3+ years technical support, technical consulting experience, or information technology experience
• OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
• 1+ years of experience with Infrastructure and Network Administration including knowledge and understanding of TCP / IP protocols, OSI model, or expertise troubleshooting large network environments with the use of packet sniffers (Wireshark or Network Monitor, Message Analyzer).
• This role requires proficiency in written, reading, and conversational Japanese as you will be assigned to the Japan Customer Market.

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.

Preferred Qualifications

• Microsoft Technology Certifications.
• Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies.
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP / HTTPS, MPLS, BGP, Layer3, Layer2.
• Hands-on experience with Proxy and Firewall.

Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $64,800 - $130,100 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 $86,400 - $142,700 per year.

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 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.

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