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Originele vacaturetekst

Support Escalation Engineer

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

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.


Your Responsibilities
• Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with Software Engineering
• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific


CPE & Collaboration:

Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers.
Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.
Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
Use advanced troubleshooting skills to analyse problems and workout solutions to meet customer needs; may involve writing code/scripts.
Report software bugs and customer suggestions. Acquire & coordinate resources from other groups as needed to resolve customer issues. Key technical interface to Quick Fix Engineering (QFE) and Development for the resolution of high impact or pervasive issues effecting Microsoft's corporate clients.

Individual and Team Readiness:

Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Act as technical leader, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.
Write complex technical articles and sample programs for knowledge base.
Partner with Managers on succession planning for Technical Leads for the business on a need basis.
Knowledge Sharing Contribution
Conduct regular or as required, technical triages and SDQF SME case reviews.
Consult, collaborate and take escalations when necessary.
Lead cross-technology virtual efforts with the product team to assess future needs.
Drive the development and management of content for the team.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Effective Communication:

Manage customer escalations and recognize when to solicit additional help.
Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need.
Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
Utilize effective verbal/written skills to communicate with customers and peers. Makes effective technical presentations
This position has contact with Stakeholders, management and technical teams, premier, developers, program management, the press, other support vendors, and corporate customers.


Language Qualification
English Language: fluent in reading, writing and speaking.

• Strong knowledge and understanding of TCP/IP protocols and OSI model
• Experience with Infrastructure / Network Administration
• Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor/Message Analyzer
• Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and/or Linux, Virtualization of SDN technologies
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP/Layer3/Layer2
• Hands-on experience of Proxy and Firewall


Technical depth in the current technology and willing to learn new skills.  Understanding of Windows Azure Platform or other cloud offerings. Proficiency in Operating Systems/Virtualization. Understanding of various cloud models and networking fundamentals.

Knowledge of one of the following domains will be beneficial but not mandatory:

Windows Azure Platform or other cloud offerings, Operating System/Virtualization, and Networking fundamentals.

Knowledge of Windows Azure Platform services and offerings

Knowledge of deploying VMs in Azure, Creating Virtual Networks, Creating Subnets and basic understanding of PowerShell.

Knowledge of cloud offerings like O365, SQL Always on, Exchange Online, Azure WebApps

Understanding of Identity solutions like ADFS, DirSync/AADSync and Single Sign-On

Understanding of different cloud models like IAAS, PAAS and SAAS

Troubleshooting basic connectivity issues

Operating System/Virtualization

Familiarity with Active Directory, Security, OS Internals concepts
Understanding of Virtualization concepts and virtual system administration
Experience with Hyper-V configuration and administration


Understanding of networking concepts including IP Addressing, Subnetting, Routing, NAT, DNS, DHCP, ARP, VPN technologies and In-depth expertise in supporting Azure networking technologies.
Familiarity with networking tools (ping, tracert, tracemon, Netmon, wire shark, etc.)
Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
Understanding of the OSI model and related concepts

Candidate must be a strong critical thinker, and enjoy solving very difficult problems Strong experience in Current Microsoft® Server and Client and CLOUD platforms. Support Escalation Engineers are frequently involved with the highest profile issues, and therefore must be able to handle both pressure and complex situations. Candidates must also have strong customer service, accurate logical problem solving and communication skills, and the ability to work in a team environment.

Programming and debugging skills | Power Shell skills are preferable. Prior knowledge of Windows Server and other networking products Preferred

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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