Microsoft Corporation Escalation Engineer in Las Colinas, Texas

The Opportunity

Are you interested in helping take Skype for Business to the next level? Are you one of the top technical resources in SfB? Then we might be interested in you. The SfB UC EE Team gives individuals the opportunity to work directly with the SfB Engineering team, Support, and our customers. Your technical expertise and relationship skills are pivotal to helping the world’s largest companies and leading-edge technology players solve their technical challenges.

Escalation Engineering at Microsoft

As an Escalation Engineer, you will use advanced diagnostic tools to take deep dives into rich, complex puzzles. We will arm you with a vast library of resources, cutting-edge debugging tools and access to Microsoft experts to solve it your way. You will have the freedom to leverage resources, create automated self-help solutions and publish your winning approach throughout the organization.

Better yet, you will have the opportunity to leave your mark on the development of Microsoft products. Through beta-testing new products and collaborating with some of the brightest software engineers, program managers and developers on the planet, you will play an important role in taking Microsoft innovation to the next level and making our products better.

Key Responsibilities:

As an Escalation Engineer you will represent Microsoft in customer communication via phone, email, or chat to assist customers in resolving technical issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.

It’s your chance to:

•Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.

•Exhibit leadership through personal responsibility, accountability, and teamwork.

•Act as a technical focal point in cooperative relationships with other companies.

•Manage crisis situations that may involve technically challenging issues and diverse audiences.

•Own and resolve technically complex mission critical or politically hot customer issues

•Be responsive to customer needs which may sometimes require outside of normal business hours or On-Call rotation.

•Apply a logical and methodical approach to remote problem resolution.

•Use trace analysis, debug skills, source code, and other proprietary tools, to analyse problems and develop solutions to meet customer needs; this may involve writing code.

•Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.

•Work directly with the Development and Sustained Engineer teams to obtain product design information.

•Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation.

•Share knowledge with others through solution documents, contribute to social media, engage technical communities, build automated self-help solutions, and create training.

•Travel within the US and internationally may be available.

To be successful in this role, the following skills and experience is desired:

•BS in Computer Science or Engineering or equivalent industry experience

•At least 3-5 years of Technical Escalation Support experience including experience in a customer-facing or customer technical support role

Skills and qualifications:

•Experience with post-mortem debugging using WinDbg or similar debugger tools

•Able to read/Write and analyze code in C/C++ and C#

•Ability to capture, read and analyze network traces.

•Strong Working knowledge of Windows Architecture and Internals (e.g. Processes, Threads, Memory Management, Networking, Kernel Architecture)

•Previous experience working in an administrative, consulting or development capacity on an enterprise server product, such as Exchange, SQL, IIS, SharePoint or similar Microsoft or competitive Windows based products

Preferred Qualifications

•Product knowledge of Lync \ Skype for Business (client and server)

•Basic understanding of SIP protocol and Voice over IP technology

•Experience with Skype SDK, Lync SDK (client / server) , UCMA SDK.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. Services (engineering)