Escalation Engineer-M365 Fasttrack
Microsoft
San Jose, San José, Costa Rica
hace 1 día

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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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.

Escalation Engineers (EE) investigate and solve critical, complex, and highly technical issues using mostly code-level techniques - like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools.

EEs are responsible for driving Product Engineering engagement. They handle highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as key collaboration point for support teams.

In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.

Responsibilities

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

    Required Qualifications :

  • 3+ years' experience supporting Microsoft 365 technologies with customer relationships and strong technical delivery
  • English (written and spoken) is required for this role
  • This role will be based in San Jose, Costa Rica only. You must be able to work from this location
  • Preferred Qualifications :

  • Enterprise-scale experience with cloud and hybrid infrastructures, migrations, and technology management
  • Onboarding / Deployment / Migration experience in :
  • Exchange
  • OneDrive Sharepoint
  • Windows 10
  • Office Pro Plus
  • Identity
  • Cloud concepts
  • Security and Compliance
  • Scripting
  • Problem solving
  • Influencing skills
  • Soft Skills
  • We are unable to offer Visa Sponsorship or Relocation Assistance for this role, at this time
  • FastTrack Engineer

    The FastTrack Engineer (FE) serves as a deployment coordinator, demonstrating both technical and project governance capabilities.

    As a trusted technical advisor, the FE will provide technical deployment guidance and best practices, overcome hesitancy by addressing technical and business blockers to gain commitment from the customer to move forward with those plans.

    Reportar esta oferta
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación