Support Escalation Engineer - Surface Devices

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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

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.

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 a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI.

Responsibilities

Roles and Responsibilities

• Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences.
• Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area.
• Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations.
• Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases.
• Manage customer relationships and document their cases thoroughly.
• Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group.
• Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information.
  
  

Skills/Knowledge

Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding.

• Breadth Technical Experience
• PC Hardware knowledge (Surface Devices)
• Windows OS
• TCP/IP and general networking skills
• (Preferred) Basic understanding of Supply Chain Operations and Logistics
• Depth Technical Expertise
• Windows Networking
• (Preferred) OS Imaging
• (Preferred) Device Management
• Adaptive Communication Skills
• Ability to effectively share knowledge.
  
  

Qualifications

Required Qualifications:

Language Skills – Must speak fluent Mandarin.

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.

Preferred Qualifications

3 or more years of industry experience supporting Networking or OS imaging.

Experience

5 or more years' experience in systems development, network operations, software support or I.T. consulting.

Education

(Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.