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Support Escalation Engineer – CSS EMEA Office 365 BC Support Organization

This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.

Microsoft envisions a mobile-first, cloud-empowered world. A world of endless possibilities. A world where passionate innovators come to collaborate in order to empower every person and every organization on the planet to achieve more. We’re a glimpse ahead, reinventing the way we work, play, learn and do business. Bring your vision to ours!

YOU are an analytical person, passionate about technology. You enjoy taking things apart and building them back together, because understanding and solving technically complex issues is what drives you. You are looking for highly experienced colleagues to help you deepen your technical knowledge. At the same time, you thrive in an international environment by communicating well in English and a second foreign language with knowledgeable IT professionals within large corporate customers and by maintaining long-lasting business relationships with them.

Depending on your level of seniority, you already know at least some of the following technologies (and wish to learn the others):

•Good understanding of Exchange Online Technologies (EXO, EOP), retention policy and Exchange Online Archive

•Good knowledge on Office 365 identities and provisioning

•Knowledge and understanding of Office 365 Subscription Admin roles

•Good understanding of Commerce mechanisms (Payments, Credits, Refunds, Invoices and Credit Cards)

•Good understanding of Microsoft’s cloud offerings

Job Scope and Requirements

•Troubleshoot and provide initial triage and investigation of customer cases from frontline support.   Escalate to multiple Engineering and Dec teams as needed.

•Act as liaison between frontline support and engineering teams / Business Group.

•Competently represent the Tier 3 team with Executive level management on high stakes escalations.

•Participate in a rotating 24x7 on-call schedule.

•Provide initial analysis and routing of issues that come in from support daily.

•Assist in the resolution on any support escalations that do not need to go to development, but do require action from tier 3 or engineering.

•Educate Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.

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.

We take care of each engineer in our team through diverse benefits, including:

•Substantial recognition and rewards proportional to performance

•Attending technical training and conferences, participating in internships abroad and earning certifications

•Access to an enormous array of learning resources

•Flexibility to work from home

•Top-tier medical insurance

•Having a real impact while doing what you love

Location: Bucharest

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.

Job #



Romania, Bucharest

Job families

Customer service & support


Consulting services