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.

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.

Responsibilities

Your Responsibilities:

• Directly engage and support customers to resolve technically complex and critical technical issues in a 24x7x365 global support team.

• A deep understanding of Mobile Packet Core technology, standards and customer use cases, with experience and a proven flair for test definition and execution.

• Proven ability to ramp up quickly on a wide range new components, areas, technologies and get the job done.

• Defining test strategies for complex packet core features which are informed by a deep understanding of both real customer use cases and 3GPP standards.

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming) 

• Triaging and debugging of complex mobile packet core issues.

• Experience deploying Azure services (or other cloud services), with familiarity with Kubernetes, containers and virtualization a particular benefit.

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Qualifications

Language Qualification

English Language: fluent in reading, writing and speaking.

Qualifications:

• Expertise in either or both 4g/LTE and 5G/CUPS and their associated external interfaces, PCRF/OCS, HSS/HLR, VoLTE, VoWifi, ePDG, GiLAN/Proxy

• Troubleshooting at the expert level within large Network Environments

• Working and hands-on knowledge of 3GPP, routing & switching, virtualization, Linux.

• Familiarity with networking and troubleshooting tools including ping, tracert, Netmon, WireShark, nmap, Message Analyzer, etc.

• Strong knowledge and understanding of TCP/IP protocols and OSI model

• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyse problems, determine root cause and develop solutions.

• Experience being in a deep technical role in, Technical Support, Consulting, Development or Program Management in the service provider domain.

• Experience of working in industry in roles such as Technical Support Engineer, Level 3 Engineer, Systems Engineer, preferably in a vendor, voice or mobile service provider environment

• Strong knowledge of BSS/RAN architecture

Preferences:

• Expertise in deploying and troubleshooting Kubernetes in an enterprise environment 

• Experience with scripting languages (Python, PowerShell, etc.)

• Hands-on knowledge on troubleshooting Linux based environments, scripting, and administration.

• Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and/or Linux, Virtualization of SDN technologies

• Solid foundation and background in Microsoft products and technologies

• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP/Layer3/Layer2

Soft Skills:

• Technical Leadership - handle technically challenging and politically sensitive customer situations.

• Exceptional communications skills – excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience.

• Ability to understand the customers best interests in terms of problem impact. 

• Passion for technology, problem solving, and customer supportability.

• Ability to discovery, recognize and assess alternate solutions to a problem. 

• Ability to drive discussions remotely with authority.

• Ability to work collaboratively.

• Logical and Critical thinking

• Ability to develop and nurture relationships over long distances and remote technologies like Teams.

• Ability to deal with ambiguity.