Support Escalation Engineer
Microsoft
Bangalore, Karnataka, India
1d ago

Customer Service & Support

  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
  • In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

    Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

    Our culture is built around attributes that drive our every decision and our every action :

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
  • Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web.

    They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.

    SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

    The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems.

    They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.

    SEEs collaborate with experts from across the business, including our Development Teams.

    Responsibilities

  • Obsess about and know our customers and partners, responding to and resolving the most critical customer issues
  • Role Model the Customer eXperience Framework CARE behaviours
  • Seeks information about the underlying needs of customers, developing and communicating realistic outcomes
  • Conducts in-depth analysis of problems, including leading triage meetings
  • Allocates and aligns resources to optimize the customer experience; acts as a mentor and role-model
  • Demonstrates expertise in a specific solution, or several products, feature functions, or services
  • Takes ownership for product improvement in a focus area through strong working knowledge of pre-release products
  • Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise
  • Contributes to the creation of resources (tools, scripts, diagnostics, content) to improve troubleshooting
  • Required

  • Demonstrated technical competence with Microsoft Active directory & Identity Technologies
  • Understanding of Microsoft Cloud (Azure / Office 365) and Windows Server products or other application server product family, especially Microsoft Azure AD, ADFS
  • Knowledge related to OAuth, OpenID Connect, WS-Federation and SAML
  • Troubleshooting skills in network and DNS
  • Troubleshooting skills in AD FS (Active Directory Federation Services)
  • Troubleshooting skills on at least one of the Microsoft Synchronization Engines, FIM / MIM, DirSync, AADSync or AAD Connect
  • The ability to read and analyze network traces
  • Basic knowledge of EXO or SPO when integrated with Azure AD
  • Experience in one or more of these areas desirable

  • Prior knowledge of Windows Server and other networking products and / or networking operating systems
  • Conversationalist level of knowledge of all Microsoft products used in an enterprise environment
  • Good understanding of and ability to trouble Client Authentication related issues
  • Language Qualification

    English Language : fluent in reading, writing and speaking.

    Identity Online

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