Support Escalation Engineer - Surface Hub

There is a transformation occurring within our industry accelerated by the maturity and acceleration of cloud computing.   In this mobile-first, cloud-first world, there is an increasing customer demand for service-based pricing, asset-less technology, and a less complex ownership experience.   This expectation will require us to re-assess how Microsoft thinks about services and how to support these customers. The vision of the Customer Support Services (CSS) organization is about being relentless in the pursuit of truly exceptional customer experiences. It is about taking accountability for what we can control and leading the way where we cannot. It is about learning and improving until we get it right for our customers and partners. Perfect does not mean all green scorecards; rather it means that we will take risks when it is the right thing to do for our customers and our business. CSS will be unwavering in advocating for our customers, contribute deep insights to the customer lifecycle, and act as a trusted advisor improving product and service experiences across Microsoft. 
 
We are seeking to build out the team of next generation Support Escalation Engineers as we transform what support looks like and how it works. This requires an engineer who is relentlessly customer-centric, has mastered the ability to understand a customer’s business and how Microsoft solutions play a key role in that business. We’re looking for someone who understands that each customer we engage with has a brand, an identity and customers of their own that depend on their solution working as intended. Strong verbal and written communication skills are the cornerstone of this skill set, augmented by deep technical understanding of our platform and its component pieces. We also need someone who is passionate about the entire Microsoft ecosystem, a person who understand that the power of Microsoft’s story is in everything working together. We are looking for problem solvers, people who are adept at getting to the root of the issue, regardless of where the code base resides. 
 
This specific role will be focused on delivering world class support for Microsoft’s new Surface Hub device. The Surface Hub will position Microsoft as a leader in the large screen experience business. This device looks to replace the whiteboard with an interactive, Skype-connected meeting solution that helps bring the conference room or team huddle space into the next millennium. This support will encompass everything from pre-sales questions to coordinating delivery and repair services from a third-party vendor to solving usability and technical questions from customers. We seek to build a team of experts who can help Microsoft continue to deliver seamless support for a Cloud First Mobile First world. We intend to create a new level of support and service for a new class of device. 
 
Roles and Responsibilities: 

•Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products. 
•Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.   Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.   
•Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases. 
•Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.   Constant collaboration with Support Engineers at different levels and technology area.   Report software bugs and customer suggestion to the product group. 
•Develop specialized low level expertise in complex MS technologies.   Mentor and share information improving overall knowledge of group or organization.
•Mentor front line support organizations, providing mentor and escalation support for complex technical and political issues. 
•Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code. 
•Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts Ability to develop and deliver “in depth” technical training to other engineers.   
•Write complex technical articles and sample programs for knowledge base. 
•Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas. 
 
Skills/Knowledge: 

•Good Communication Skills - Spoken and written English (including technical writing);
•Excellent demonstrated customer service skills;
•Works well in a team environment;
•Analytical Troubleshooting;
•Problem Solving Skills Customer Service; 
•Customer Focused Skills; 
•Ability to learn; 
•Current technical skills in Windows; 
•Scenario/Solution understanding; 
•Breadth Technical Experience; 
•TCP/IP and general networking skills; 
•Depth Technical Expertise; 
•Skype for Business; 
•Exchange; 
•Device Management and MDM; 
•Executive Presence; 
•Ability to Share Knowledge. 
 
Required Qualifications:   

•B.S. degree in C.S. or E.E. or equivalent;
•Five or more years' experience in system development, network operations; 
•Software support or I.T. consulting;
•Five or more years industry experience with Microsoft products,;
•Strong problem-solving and troubleshooting skills;
•Strong knowledge of all current and legacy Microsoft® Windows Server and Microsoft client products. 
 
Preferred Qualifications:   

•Four or more years’ industry experience with Microsoft Server products; 
•Graduate Degree in C.S. or E.E. or equivalent; 
•MCSE + I/MCSD/MCDBA preferred;
•Strong knowledge of Lynx;
•UNIX or other operating systems such as Apple OS;
•Exposure and experience working with customers on Microsoft Cloud products such as Azure and Office 365 MCSE - Windows Server;
•Demonstrated industry programming experience in PowerShell, C or C++;
•Additional Technology Certifications preferred and helpful - Cisco, VmWare, Novell, Lynx, Unix, Compaq, Dell, etc.   
 
Experience: 

•Four or more years' experience in systems development, network operations, software support or I.T. consulting;
•Four or more year’s industry experience with Microsoft products Strong knowledge of Microsoft® Windows operating systems both current and legacy Four or more year’s industry experience with Microsoft Server products (preferred) Strong knowledge of other operating systems (preferred). 
 
Education 

•B.S. degree in C.S. or E.E. or equivalent MCSE MCSE + I/ MCSD / MCDBA (preferred Graduate degree in C.S. or E.E. or equivalent (preferred). 
 
WE are a diverse team delivering industry-leading services across the globe. We strive to be our customers’ and partners’ trusted advisors, by helping them through our expertise to fuel some of the largest and most complex IT solutions in the world. We are constantly exposed to cutting-edge software, services and devices and are proud to shape future technologies. We grow professionally through coaching from experienced mentors and through focused career development programs reaching into a wide range of opportunities.
 

 
Please note that your resume will be entered in our database and may be used in further recruitment events. Only suitable candidates will be contacted.