Support Escalation Engineer
Bangalore, Karnataka, India
37d ago

Bangalore, Karnataka, India esponsible for delivering Exchange Server support for all Microsoft customers. Utilizing knowledge of the customer environment, they will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.

They will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues.


Supporting escalated issues of all Enterprise and Broad commercial customers on phone and remotely

  • Scoping and documenting customer scenarios, potential causes and troubleshooting steps
  • Effectively communicating with customers and stakeholders via, phone, email or any other available means
  • Ensuring compliance with schedules; processes and MS policies and values
  • Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.
  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
  • Demonstrate 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.
  • Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-
  • release activities and BETA programs.

  • Interact 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.


  • Experience in working on Microsoft Exchange Server 2007 / 2010 / 2013
  • Command over client server integration and mail flow concepts.
  • Networking ( DNS / Routing / Netmon ), AD Concepts 2003 / 2008, Federation
  • Good to have experience in working on O365 and knowledge of DirSync.
  • Good Communication Skills in spoken and written English
  • Prior customer support experience
  • Experience in creating technical documentation and sharing knowledge with others through training delivery and / or mentoring.
  • Must know the Americas processes and procedures and be able to describe them.
  • Must have excellent written and verbal communication skills.
  • Must have excellent customer handling skills
  • Up to date MCSE certification desirable
  • Must have enthusiasm for learning
  • Passionate about cloud technology.
  • Culture

    We’re working together to build strong communities inside and outside the workplace.


    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.

    Microsoft sees the whole person and looks to support your well-being on every level.

    Diversity and inclusion

    We value individuality. The experiences that have shaped your world view can help us shape ours.

    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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