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Senior Escalation Engineer

Are you passionate about learning new technologies as they are developed? Do you want to drive improvements into products/services on behalf of Windows and cross platform developers at each phase of the release cycle? If you answered YES to both questions, then keep reading.


Beta Engineers for the Developer SBU Serviceability team are responsible for gathering information from a variety of feedback channels including hands-on testing, identifying issues and prioritizing feedback and partnering with the Engineering Groups to drive necessary improvements to resolve or mitigate the identified issues at each phase of product development. Our goals are to improve the developer experience, drive release readiness and support enablement. This leads to improving our brand image, driving customer loyalty, improving market share and reducing our support costs.


Responsibilities:

Lead virtual teams consisting of key stakeholders from Customer Service & Support (CSS), Microsoft Services, and Product & Business Groups to accomplish the following:

• Early planning with PG to ensure adoption of Serviceability standards, providing product feedback and evaluating the supportability sign-off guidelines for the release. As a customer and support advocate, you will also partner with the engineering leadership for strategic technical planning discussions to review architectural and design plans, Diagnostics and supportability tools creation and ensuring that we ship each new product adhering to our Serviceability Standards. Also, must be able to anticipate ways in which customers will attempt to use a feature, and discern where there may be usability or supportability gaps that need to be addressed.

• Identifying, verifying, documenting and driving bugs, issues and risks to resolution across developer technologies (Universal app and cross platform development). This role requires the ability to frame and communicate issues, risks, priorities, and recommendations clearly and concisely, identify and work with the right influencers to mitigate top issues.

This includes:

o Driving the appropriate visibility, escalations and mitigations.

o Provide trending, analysis, and reporting of Business Intelligence high impact Product failures across the full-Service lifecycle.

o Use this data to drive incident reduction through issue resolution, enablement and mitigation using our RedZone process.

o Develop and maintain a global perspective ensuring the field and other global support teams are involved in and benefits from the overall improvement areas and new release status.

o Develop and maintain multiple listening channel perspectives on and trends in issues that impact developers across CSS, GetHelp, Communities and Forums, social media, MCS/Premier, Partners, etc.

• Build strong connections with the engineering teams, release, delivery, and readiness to ensure we have the right technical and operational readiness, tools, and telemetry for new releases or features. This includes creating, delivering, and coordinating readiness activities. Assist in setting up Microsoft internal tools and processes, and monitoring activity after release for adjustments. Use data, story-telling, and customer insights to influence and drive product improvement.

• Communicating work to key global stakeholders in Support and the Engineer organization.


Basic Qualifications:

• At least 3 years of experience supporting and/or troubleshooting application-level code with customers.


Preferred Qualifications:

• BS in Computer Science or Engineering or equivalent industry experience preferred

• Demonstrated ability to effectively collaborate at business and technical levels with key product/service feature owners in order to effectively drive improvements and the resolution of top issues.

• Excellent communication and presentation skills, including the ability to synthesize complex elements into a story and convey key talking points in a clear, straightforward manner.

• Ability to influence others by generating support for your ideas and approach, in order to influence and achieve the desired business outcomes and necessary improvements; especially in situations where there is no clear "ownership" of the issues under discussion.

• Strong analytical and problem-solving skills, including the ability to analyze complex business and technical issues and develop strong business cases from quantitative data. Ideally advanced skills with Power BI, Excel pivot tables, data mining, charting and reporting data patterns and trends.

• An understanding of the Microsoft Product Group engineering principles and the product development life cycle.

• Proven project management skills including the ability to plan and create projects with well-defined scope and accurate/effective schedules. Ability to provide continuous management of risks and dependencies by making timely decisions.


Desired Skills:

Technical Skills:

• UWP and Xamarin/VS for Mac development skills

• Mixed Reality, Hololens, and/or gaming development preferred

• Familiarity with development tools (Visual Studio, Xamarin), languages such as C++, C#, JavaScript, VSTS, and troubleshooting and debugging in these environments

• Experience with Xamarin Test Cloud and Visual Studio App Center

• iOS development experience is a plus

      

Soft Skills:

• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

• Ability to drive product/service improvements in core technical focus area

• Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints

• Ability to partner with diverse stakeholder list (including Engineering team) towards executing on multiple technical initiatives simultaneously

• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions


Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:


Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.


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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.


CSEREQ

Job #

1082728

Locations

United States, Redmond (WA)

Job families

Customer service & support

Teams

Cloud and enterprise
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