Support Escalation Engineer
Bangalore, Karnataka, India
2d ago

Are you passionate about helping customers achieve more? Do you love working in an environment that encourages you to take risks?

Would you like to join an elite and distinguished team? Do you want to help us accelerate our own transformation towards a digital organization?

If so, the Support Escalation Engineer position in the Microsoft Customer Service and Support Organization is a unique career opportunity for you!

As Support Escalation Engineers, we provide an excellent technical support experience to our Enterprise customers both on premise and in the cloud.

From problem identification to full resolution, we own and handle technical customer issues. Experience in this role will provide great opportunities to interact with beta versions, collaborate with product group teams and improve future versions of Microsoft products as a subject matter expert.

This position requires the technical ability and experience to review logs related to SCOM and technical depth with SCOM in order to be able to work with our escalation services engineers.

Troubleshooting at this level is not scripted and 400 level product depth knowledge including knowledge and experience with other System Center products working with SCOM as part of a solution is needed to resolve these customer issues.

At Microsoft, we share knowledge, experiences, and resources to help each other achieve our career goals and grow both professionally and personally.

As a member of our team, you will grow professionally through coaching with experienced mentors and over time, you will become a mentor yourself.

Mentoring allows you to learn from the experiences of professionals within and outside of your own area of expertise, and to build a network to help find opportunities that can promote your development.

We seek out people from diverse backgrounds and encourage them to approach challenges unconventionally. People who :

Are curious and intuitive in their approach

Are eager to tackle complex issues

Have a fresh and diverse perspective

Like to collaborate in multicultural environments

Have a passion for technology and continuous learning

Have a genuine desire to help people do their best


You will be accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to full resolution, you will own and manage your investigation over the phone and Web.

Be available to take on new customer issues daily.

Provide support to Enterprise customers, partners, and other engineers.

Collaborate with SMEs, PGs and other teams to solve customer’s problems

Investigate the problem by doing your own research and by involving other teams as needed.

Keep your customers informed.

Ensure that you provide the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.

Document your technical work and research in a detailed and comprehensive manner.

Maintain a proactive approach to customer’s satisfaction, identifying and correcting concerns before they become problems.

Participate in on call rotation, evening shifts, weekend coverage when needed.


Strong customer service, communication, problem-solving and interpersonal skills

Knowledge and experience of 2+ years of System Center products, such as Service Manager, Operations Manager, SCVMM, and Orchestrator.

400 level knowledge of System Center Operations Manager (SCOM) and System Center Service Manager or System Center Operations Manager (SCOM) and System Center Virtual Machine Manager.

Fluent in English (written and oral) is mandatory


Strong knowledge of Power Shell and SQL

Experience supporting large System Center, or other enterprise information technology environments

Experience building relationships with customers

Self-motivation and an ability to use initiative

Flexibility and ability to adapt to ambiguous and changing situations

Ability to manage high pressure situations

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.

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