Principal 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.

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.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and Internet of Things (IoT), Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

As an Principal Escalation Engineer, you will be an elite member of the support team and have opportunities to integrate deeply with the Dynamics 365 Customer Engagement Product Group. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements. You will build solutions, help create tools, and help automate issue detection, diagnosis to enable customers and support to self-resolve the issues. You will identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Dynamics support. You will contribute to the Product improvements by filing impactful bugs, design change requests and help developers to fix the bugs, ship the fixes to production to prevent future customers from getting impacted. As a trusted advisor to the Dynamics engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers, and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers and support team members.

This role is flexible in that you can work up to 50% 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.

Required/Minimum Qualifications

· 12+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)

o OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 10+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)

o OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).

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

· 7+ years technical support-related experience.

· 7+ years experience in program management or technical program management.

· 7+ years experience in data analysis and visualization (e.g., Power BI).

· 3+ years experience in training content development and/or training delivery.

· MCT (Microsoft Certified Trainer) or equivalent certification.

· 5+ years experience in instructional design.

· 3+ years experience working in domain area (e.g., Finance, Technology, Inventory Management, Manufacturing).

Supportability IC6 - The typical base pay range for this role across Canada is CAD $159,000 - CAD $310,700 per year.

Find additional pay information here:

https://careers.microsoft.com/v2/global/en/canada-pay-information.html

Microsoft will accept applications for the role until June 16, 2024.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form

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

#CES #CSS #DTP #Dynamics

Response and Resolution
• You review highly complex technical issues, engage with executive level customers to drive resolution and work alongside the development/ engineering teams to analyze patterns of problems and influence appropriate product changes.

Readiness
• You understand product roadmaps and develop end-to-end readiness programs for new and existing technologies, anticipating future readiness needs.

Product/Process Improvement
• You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements that feature Microsoft's competitive differentiation.

Business Integration
• You provide thought leadership to influence strategy when engaging with customers, partners, and other organizations across Microsoft.
As an Principal Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and AI Support Engineering Team and a virtual member of the Azure Fabric & Azure DBs Product Group. You will have the following key responsibilities:
• Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience.
• Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues.
• Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.
• Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted.
• As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today.
• Work across teams: partner with the engineering teams and support to make sure the right tools, telemetry, training and troubleshooting guides are available for new releases or features and Performed product beta testing.
• As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners, customers and team members.
• Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty.

Other 

• Embody our culture and values