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Commerce Support Escalation Engineer

Microsoft
Cairo, Egypt
Posted 4 years ago
45People have clicked1 open position
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Job Details

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Job Description

  • The Support Escalation Engineer is responsible for delivering support services, working with customers to resolve complex technical issues.  In addition, the Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for identifying required tools, cloud access, training, processes or capabilities for support to assess issues quickly.  Need to closely collaborate with other teams such engineering, operations, and CSS engineers
  •  Troubleshoot and provide initial triage and investigation of customer cases from frontline support. Escalate to multiple Engineering and Decision teams as needed.
  • Understand customer scenarios using Microsoft products/solutions and collaborate closely with engineering groups to resolve their issues and develop custom solutions.
  • Act as liaison between frontline support and engineering teams / Business Group.
  • Competently represent the Tier 3 team with Executive level management on high stakes escalations.
  • Ability to build business relationships with external or internal stakeholders and generate trust
  • Participate in a rotating 24x7 on-call schedule.
  • Provide initial analysis and routing of issues that come in from support daily.
  • Assist in the resolution on any support escalations that do not need to go to development but do require action from tier 3 or engineering.
  • Educate Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.

Job Requirements

Soft Skills

  • Passion for technology, problem solving and ensuring product issues are raised, addressed and provide customers with key insights/diagnostics
  • Ability to understand the customers best interests in terms of problem impact
  • Ability and motivation to build knowledge around unfamiliar components/technologies as needed
  • Ability to handle difficult customer situations
  • Strong communications skills

Technical skills

  • Cloud experience strongly preferred.
  • Knowledge on technologies from M365 suite is a plus.
  • Billing understanding.

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