Support Escalation Engineer

2 weeks ago

Auckland City, New Zealand Microsoft Full time

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:

- Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
- Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

**Qualifications**:
Required Qualifications:

- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
- OR 5+ years of technical support, technical consulting experience, or information technology experience.
- OR equivalent experience

Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills.

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