Support Escalation Engineer - Data Protection

As a Support Escalation Engineer, within Data Protection, you will own, troubleshoot and solve complex customer technical issues. You will be joining a team that is multi disciplinary, supporting multiple products, supporting small to medium segment customers.

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

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.

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.

Required Qualifications

• Azure AD administration experience
• Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involved
• Ability to handle multiple business challenges and effectively balance your priority need.
• Adaptability, flexibility, and the ability to do the right thing under pressure and tight deadlines.
• Thrive in high pace environments, who are comfortable in ambiguous situations and who love to manage constant change.
• Conviction and courage to drive decisions and defend positions as appropriate.
• Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential

Preferred Qualications

Besides that, we would also like you to have the following technical skills and knowledge:

• PowerShell administration skills
• Assertive, Accountable and Resilient
• Great interpersonal and communication skills
• A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
• Team player & Collaborator

Language Qualification

• This role requires proficiency in either written, reading, and conversational English, Portuguese OR Spanish Languages as all business operations as well as customer communications are conducted in these languages.

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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.

Response and Resolution

• You own, investigate and solve complex customer technical issues and act as a advisor 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