Support Escalation Engineer

Bangalore, KA, India

The TA will work with the Technical Leads of supplier/internal teams and is responsible for enhancing the performance of Support Engineers, including the areas of customer satisfaction, technical expertise and timeliness of support delivery. The TA will monitor and enhance the technical performance of the team in the areas of products, customer satisfaction, technical development, as well as enhance the goal of quality support by providing individual technical feedbacks to Technical Leads and their respective managers.

• Meet or exceed CPE goals for the team/s assigned and contribute to overall business results.
• Meet or exceed call and case review goals, concentrating on the technical and troubleshooting skills and global process adherence.
• Meet weekly with your assigned Technical Leads to ensure proper handling and disposition of issues.
• Be available to monitor and respond to critical questions via appropriate tools.
• Provide actionable process or technical feedback derived from listen-ins or case reviews to Support Engineers at Supplier sites.
• Take ownership of cases that meet political or HOT escalation guidelines.
• Collaborate and Escalate cases to Escalation Services as needed.
• Identify training needs and prepare and deliver training to Supplier Technical Leads and Support Engineers either remotely or on site.
• Guide partner/internal SEs in the right direction for further troubleshooting.
• Share feedback with TMs of the respective teams about the SE/TL and help them grow.
• Serve as a liaison between the partner teams and Microsoft.

Responsibilities

Primary responsibilities will revolve around the below key functional areas…
• The Technical Advisor is responsible for establishing and maintaining a strong technical relationship with the partner and internal teams. The TA will work directly with TLs and SEs at the Partner/GTSCs to foster collaboration, open communication channels and identify technical needs. TAs will actively collaborate with partners/GTSC teams to provide product feedback to RSE, PQO and development. TAs will evangelize collaboration with other groups in order to share best practices and to get quicker resolution.
• The TA will review cases regularly - providing guidance to expedite resolution and increase customer satisfaction. They will work with the Partner/internal SE's and TL's to monitor case wellness and provide feedback to management regarding technical ability, competency and process adherence. They will help ensure recovery and follow up with Support Partners as appropriate.
• TAs’ will initiate escalation to internal channels based on customer need, case progress/wellness, or technical resource requirements. The TA will manage the transfer of ‘hot’ cases from Partner sites to internal resources when needed. They will also provide routine Call Coaching Evaluations. They will monitor Microsoft aliases for response to Support Partner queries and for appropriate use of the aliases by Partner personnel.
• The TA will also lead weekly technical teleconference and/or case reviews with Partner’s Tech Leads and/or Partner’s Support Professionals in order to drive continued technical growth. They will identify Partner training needs through all interactions with the Partner and their cases. Periodic Partner visits and international travel may be required. When on-site, training and mentoring will be required. All standard SE/TL goals related to personal development will continue to apply to the Partner Tech Lead unless otherwise noted by the Outsourcing Support Manager.

Qualifications

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.

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