Support Escalation Engineer - Data Protection
San Jose, San José, Costa Rica
hace 6 días

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.

Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web.

They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.

SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems.

They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.

SEEs collaborate with experts from across the business, including our Development(EEE) Teams.


  • Help solve technically complex, strategic / high-profile or long-running customer cases that may require interaction with Engineering.
  • Responsible for the customer support experience with Microsoft.
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming).
  • Identify cases that require escalation (either technically or strategically).
  • Create and maintain incident management requests to product group / engineering group.
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer / engineer experience.
  • Provide ramp activities, 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

  • Excellent written and verbal skills, including the ability to provide clear instructions and communicate complex technical and non-technical information effectively.
  • Excellent communication, presentation, inter-personal, and cross group collaboration skills across all levels peer groups to senior leadership).
  • At least 3 years of experience in Technical Support / IT support
  • Problem Solver and Critical Thinking - handle technical, process-drive, and challenging customer situations
  • Well versed in Security / cyber security
  • Flexibility and ability to thrive in ambiguous situation
  • Experience with project management & Data Driven
  • Experience in security and / or compliance related work
  • Self-starter, ambitious, eager to dive in, to learn new / technical things, and get work done.
  • Proven ability to program manage, problem solve and drive results, with an eye for details not afraid to roll up sleeves and go deep.
  • Ability to work in a very fast-paced, high-volume environment, with the ability to quickly assess, triage, adjust and strong process, continuous improvement, and execution mindset with an eye toward driving efficiency, scale and quality.
  • Good to have Skills

  • Strong knowledge of cloud security and familiar with aspects of online privacy, and security compromise
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