Position: Support Escalation Engineer
Location: Bangalore, India
Microsoft India Global Technical Support Centre (GTSC)
Microsoft GTSC was established in October of 2003 in India, it is part of Microsoft’s Customer Service and Support (CSS) organization which has locations throughout the Americas, EMEA, Asia Pacific and Greater China.
Microsoft’s CSS organization supports over 170 Microsoft products which range from the Consumer to Enterprise customer segments. This includes the MSN and Home and Entertainment products as well as the more deeply technical products from Developer Support and Enterprise Platform Support to Enterprise Messaging Support and Enterprise Business Applications Support. The site in Bangalore is a part of a global network that has over 50 million customer touch points on an annual basis and provides services to the Consumer and Enterprise customer segments.
For more details regarding India GTSC, please visit http://www.microsoft.com/india/gtsc>
Are you interested in working on some of the most difficult and complex problems in SharePoint On-Premises, SharePoint Online [Cloud] and SharePoint Hybrid Setup’s? Do you have an excellent knowledge in Windows Operating systems, Microsoft Windows Networking, SQL Server Administration, Microsoft.NET, Internet Information Services & SharePoint? Do you like working on cloud technologies? Can you represent Microsoft in critical, time sensitive solution delivery? If these things excite you, please read on…
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. Frequently, these problems will not only be technically complex, but will be 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 trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing Powershell script.
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.
Manage hot issues by setting customer expectations, devising action plans, being available 24×7 and professionally communicating to all parties involved.
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Represent Microsoft professionally in on-site situations.
Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions and articles, etc. Mentor new escalation engineers.
Develop and deliver technical training to other engineers.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Report software bugs and customer suggestions.
Write complex technical articles and sample programs for knowledge base.
Assist with selection of new team members.
May act as technical focal point in cooperative relationships with other companies.
Qualifications, Abilities and Experience should include:
Candidate must be a strong critical thinker, and enjoy solving very difficult problems (often involving code level analysis).
Engineers in Escalation Services 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.
The ideal candidate may have a four year degree in C.S. or Engineering and a minimum of four years product support experience or the equivalent in work experience.
Prior knowledge of Windows Server, networking technologies, Microsoft.NET Framework & SharePoint is required
If you enjoy being the problem-solver in the spotlight of critical problems, then this position will excite and challenge you.
This Role requires the candidate to be flexible to work in the night shifts which will be rotational in nature.