Escalation Engineer

2 weeks ago

مصر, Egypt Microsoft Corporation Full time

With over 17,000 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.

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.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Escalation Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.

This role is flexible in that you can work up to 100% from home (But will be required to be based in region/location of the stated country with full working rights and eligibility)

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 own, investigate and solve complex customer technical issues and act as a advisor/consultant to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices
- Readiness
- You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
- Product/Process Improvement
- You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

**Qualifications**:
Required:
Experienced in providing technical support, technical consulting, Support Escalation and client/customer facing experience.

Familiarity with Windows System Administration, Configuration is a must, including a good basic understanding of:

- Registry
- File Storage
- User Accounts and Access Control
- Event Logs and Auditing
- Performance, Resource Monitor
- Networking (TCP, IP)

Essential Skills & experience to be successful in this role:

- Code comprehension/being able to understand and explain what a given sample code does, being able to follow code flow, discuss concepts etc.
- User mode debugging (iDNA, svchost dump, user mode debugging etc.)
- Kernel mode debugging (kernel memory dump, kernel mode debugging)

Language qualification: Fluent English language skills (Speaking & listening) Additional fluency in European Languages very beneficial.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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