Support Escalation Engineers Microsoft India

Support Escalation Engineers
A Support Escalation Engineer is an integral member of the escalation services. SEEs demonstrate advanced product or technology depth knowledge, and the ability to use advanced troubleshooting to diagnose customer issues.

Responsibilities

• Solutions for technically complex or politically hot customer issues:
  • Use trace analysis, and other sophisticated tools to analyze problems and develop solutions to meet customer need
  • Communicate issue status to customers via telephone, written correspondence, or electronic service in a timely fashion
  • Provide written documentation for all new issue types in a timely fashion
• Support of Critical Situations
  • Drive successful Critical Situation issues from a technical perspective
  • Assist in providing status updates at all levels of customer management
  • Collaborate with Onsite Engineers, Engineers at other locations and other Microsoft groups such as Premier and Field Engineers to provide solution
  • Be prepared to provide ROSS onsite support regarding mission critical problems experienced with the supported technology within your team.
• Support Engineering collaboration
  • Receive escalated issues or collaborate on issues until completely resolved
  • Mentor and develop Support Engineering staff
• Product Group collaboration
  • Engage Product Group when technical knowledge does not exist in support organization using the RFC process

Qualification and Experience

The ideal candidate will have a four year degree in C.S. or E.E. and a minimum of four years product support experience or the equivalent in work experience. Prior knowledge of the product to be supported, and other networking products and/or networking operating systems, is required. Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.

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