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.

Responsibilities

Are you interested in playing a critical role in AI / ML /IoT new releases? This is an opportunity to work on the modern, comprehensive, enterprise-ready business intelligence platform used to transform data into meaningful insights that spur innovation. If you are excited about being part of the future in cloud services and Ai then this role may be for you.
We are the CSS Data & AI Team and our work focuses on improving the overall customer experience with AI / ML /IoT services. Our work positively affects the adoption and perception of product and service quality, improves our brand image, and contributes to building customer loyalty for a lifetime.
As a Beta Escalation Engineer, you will positively affect the adoption and perception of product and service quality through the development lifecycle, improve our brand image, and contribute to building lifetime customer loyalty. You will be deeply involved with products and services before they are released, understanding key customer scenarios and providing input to ensure customers are successful once released. Throughout the beta cycle, you will be exposed to information from a variety of feedback channels, aggregating and prioritizing that feedback for the purposes of issue identification and then driving appropriate changes in a product or service and/or driving appropriate actions to mitigate the identified issues.
The successful candidate for this role will have a demonstrated history of working well under the pressure of multiple competing priorities, strong technical and cloud services skills, with a data-driven focus. This role requires a design for operation thinking to automate issue detection and diagnosis, to enable customers or support to self-resolve the issues. This role requires an individual with very strong technology, communication, negotiation, and project management skills who can manage and enable the success of projects without direct authority. As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership.
It?s your chance to work directly with our AI / ML /IoT Product Groups to provide world-class engineering support at a product component level.
We do not expect you to know all 3 product areas but you will need experience in at least one.
In this role you will also:

• Stay on top of rapid innovation by testing and documenting new features and technologies as the Community technology previews get released.
• Perform pre-release gap and bug analysis to determine the need for public-facing support content.
• Identify, understand and prioritize service improvement opportunities based upon product feedback.
• Establish listening systems to foster a productive dialog. (Support Delivery, Pre-release customers, GetHelp, Forums, Social Media, MVPs, Field, etc.)
• Provide technical leadership to multiple cross-platform projects and teams. (CSS Support Readiness, CSS Beta Engineers, the Serviceability Team, etc.)
• Partner with product teams and others in Microsoft Services to drive, track, and deliver product improvement and effective mitigations to address problem areas, issues and risks.
• Suggest tool enhancements aimed at streamlining end-user experiences and lower operating costs.
• Create insights and other diagnostic content in Azure Support Center, the global Azure diagnostic platform
• Work closely with engineering teams, readiness managers, release managers and support planners to ensure the needs of our support teams are thoroughly understood.
• Create training and other readiness materials for the internal teams.
• Deliver training to global audiences to ensure support readiness for the launch of new features.

Qualifications

Requirements:

• 3+ years of experience in customer support or support role as technical support, systems development, network operations, IT admin or IT consulting.
• Having experience in training the team of Tier 1/2/3 level engineers for new features and own the support readiness, creating troubleshooting guides and workflows, defining support boundaries, etc.
  
• Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely
• Microsoft Azure Platform:

o Cloud Computing
o Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)
o Strong networking capabilities
o Familiarity with development: tools, language, process, methods, troubleshooting
o AI / ML /IoT Technologies

• Experience with development tools and bug testing
• Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product

Preferences:

• Experience in a Tier 2/3 environment is preferred
• Development or Coding experience
• Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of AI / ML /IoT services

Other Qualifications Preferred:

• Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines.
• Effective interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft.
• Passion for technology, overall product quality, lifelong learning and professional development.
  
• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
• Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
• Ability to distill, prioritize and act on feedback from a variety of sources.
• Strong troubleshooting skills of complex technical issues involving multiple technologies
• Collaborative and inclusive mindset
  
• Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involved
• Strong customer focus, excellent communication skills, and the ability to work in a fast-paced team environment.
  
• Excellent analytical, problem resolution and decision-making skills
• Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
  
• An understanding of Microsoft Product Groups and the product development life cycle.
• Courage and conviction to drive decisions and defend positions as appropriate.

An ideal candidate would also possess the following skills:

• A strong understanding of the Microsoft support delivery business and demonstrated ability to effectively partner with key partner & CSS business owners.
  
• Experience and confidence in working with senior leaders to achieve common goals.
• Experience in writing diagnostic utilities and scripts

Microsoft Cloud Background Check: This position may be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
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.