Job Description

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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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.

Embebbed Escalation Engineers (EEE) investigate and solve critical, complex, and highly technical issues using mostly code-level techniques - like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools. EEEs are responsible for driving Product Engineering engagement. They handle highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as key collaboration point for support teams.

In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.

Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results for our business. The successful candidate will understand the competitive landscape and use this understanding to influence key decision makers in both Support and the Mixed Reality Engineering Groups.

This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.

Responsibilities

Key Responsibilities

As an EEE, you will be an elite member of the support team and embed work closely with Product Engineering. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements. You will build solutions, help create tools, and help automate issue detection, diagnosis to enable customers, support to self- resolve the issues. You will identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Mixed Reality support. You will contribute to the Product improvements by filing impactful bugs, design change requests and help developers to fix the bugs, ship the fixes to production to prevent future customers from getting impacted. As a trusted advisor to the Mixed Reality engineering teams, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers and support team members.

Qualifications

Required Qualifications

• 3+ years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role.
• 3+ years experience developing and performing advanced troubleshooting using Mixed Reality technologies.
  

To be successful in this role, the following skills and experience is desired:

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

Technical Skills

• Deep knowledge of and experience working with Unity3d.
• Background in / working knowledge of Azure services.
• Experience with HoloLens application development
• Knowledge and experience with programming in Win32 and Mixed Reality.
• Networking & Cloud knowledge.
• Familiarity and experience with managed debugging.
• Visual Studio and/or Visual Studio Code to develop, debug, and or deploy applications and Azure Services.
• Programming: C/C++, C# and/or JavaScript.
• Experience with RESTful APIs and Web services.
• Experience with Unreal preferred.
• Experience developing for Android and/or iOS a plus.
  

It’s Your Chance To

• Work directly with our Mixed Reality Product Groups to provide world-class engineering support at a product component level.
• Perform complex product debugging and remediation when needed; working alongside the development teams to drive Support incident resolution for configuration, code, or other service deficiencies impacting customers.
• Embedded Escalation Engineers are not expected to write product code; however, should be able to apply their code skills and understanding towards efficiently resolving Support issues as appropriate
• The position is primarily “behind the scenes” providing engineering support to the Support teams on Support incidents that require Product Group engagement. At the same time, individuals should be capable and prepared to periodically engage directly with customers to help facilitate incident resolution as appropriate.
  

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.