Support Escalation Engineer

Are you ready to join a team of the world’s best technical experts to enable the success of Microsoft solutions for our commercial & enterprise customers? Do you love being a technical leader who has the opportunity to solve complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry? The Escalation Engineer is a technical leader who does exactly that! As a trusted advisor to IT Professionals and Developers, you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of value to the Microsoft solution. In Microsoft Global Business Support (GBS) AMERICAS organization, the sentence: “That’s not our problem” does not exist in our lexicon. With more than 8,000 employees, we deliver world-class assistance around the clock to businesses, partners and developers! Do you enjoy working with network protocols? Are you passionate about interoperable solutions across various OS and device combinations? Are you looking for an opportunity to bring your knowledge and passion of open source technologies to Microsoft? The Opportunity - As a Support Engineer (SE), this team of high-caliber engineers, in the Developer Support organization at Microsoft, supporting IHV and OEM customers who are attempting to obtain the Windows logo for their hardware and drivers. Debug and diagnose the hardest problems across a range of devices and systems to help these customers pass the Logo tests. Work with a wide range of development and production teams within Microsoft, and use a wide range of tools to solve the customer’s issue in a limited time frame based on customer’s priorities. Skill Profiles Needed Required Skills B.S. in Computer Science or equivalent experience requirement. Required: 2+ years User Mode Debugging of test applications using a Windows Debugger Required: 2+ years C development experience creating or troubleshooting applications Required: 2+ years C# development experience creating or troubleshooting applications Required: 1+ years: Experienced Windows Hardware Certification Engineer, knowledge of the certification policies, processes, programs and tools. Experience building logo test environments, running and troubleshooting logo test results. Direct experience with the above on either HCK\WLK\DTM required. Experience with HCK and HCK test automation valued. Required: Direct experience working with customers in an external customer relationship role, managing many different problems, working in an engineering role to solve break fix problems Nice to Have Skills Experience with test automation Experience with creating or troubleshooting PowerShell scripts Kernel Mode Debugging of drivers or the Windows Operating System using a Kernel Debugger Driver development experience developing any type of hardware or file system driver WTT experience in developing, testing, running WTT jobs Knowledge and use of Microsoft Customer Support Services customer relationship management tools and processes Roles and Responsibilities Answer highly-complex customer questions about Hardware testing and certifications using Microsoft’s Hardware Certification Kit and Windows Logos program. This will involve looking at certification test traces, drivers for hardware as well working with the product team and Logos team to make sure issues are resolved in a timely manner with customers. Work as a member of a team to solve customer questions, but also take individual responsibility to see that each question or issue is fully resolved. Communicate technically complex information with Microsoft’s developer customers via telephone, written correspondence, and electronic services. Represent Microsoft to customers in a highly-professional manner by managing customer expectations, devising action plans, and communicating to all parties involved using the highest level of customer skill. Create advanced technical content including Microsoft Knowledge Base articles, whitepapers, team blog, and training. Identify and report software bugs, documentation bugs, and customer suggestions. Continually learn technologies and develop deep expertise in Microsoft products and networking protocols. Apply that knowledge to solve real-world problems. Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers. SS:CS SS:MCSS

Job ID 860689 Location United States, WA, Redmond Job Category Customer Service & Support Division Services & Support