Support Escalation Engineer

Support Escalation Engineer – Microsoft Innovation Center Join to apply for the Support Escalation Engineer role at Microsoft Innovation Center . 3 days ago – Be among the first 25 applicants. Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross‑company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in‑product, digital, or human‑centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. The BI Customer Support team at Microsoft is a group of dedicated, technology‑oriented, customer‑obsessed professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction through connected customer experience. Our goal is to facilitate and accelerate the consumption of Microsoft BI technologies into the core operations of enterprises. We work at the forefront of innovation, ensuring smooth operation and optimisation of BI solutions for a diverse range of client needs. As a Technical Support Engineer, you deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self‑help assets to broadly reach more customers. You will be part of a team responsible for providing outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day‑to‑day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service‑oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues. Responsibilities Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices. Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness. Product/Process Improvement: You identify potential product defects and escalates appropriately to resolve, contributing to Microsoft product improvements. Qualifications Bachelor’s degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience. OR 3+ years of technical support, technical consulting experience, or information technology experience. OR equivalent experience. English language: confident in reading, writing, and speaking. Additional languages are a plus. Demonstrated ability to conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer‑facing role within the technology sector. Thriving in a fast‑paced, high‑volume environment. You are very resourceful and great at prioritising multiple demands, knowing when and how to prioritise tasks. Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non‑technical, senior business users with ease. Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Microsoft Excel would be beneficial. Good understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services. Underlying awareness of SQL Server, or any other Database Management system like Oracle or SAP. Basic network troubleshooting skills. Team‑wide shift rotations to cover business needs, including “on‑call” responsibilities and weekend work. Support experience delivering IT application support or services. Some understanding or awareness of Office 365/ Windows Administration, SharePoint, Dynamics CRM, or the .NET Framework would be helpful. Excel skills with Power Query and data modelling would be beneficial. Experience gained or conceptual knowledge of Microsoft Azure/AWS cloud architecture or any cloud SaaS experience. Understanding of DNS (Domain Name System) principles and protocols. A solid grasp of HTTP (Hypertext Transfer Protocol) principles and its various methods (GET, POST, PUT, DELETE, etc.). Note: This job requires weekend shift and outside‑office hours on‑call rotation coverage. To be eligible for this role, applicants must be Australian citizens or permanent residents who are legally entitled to work in Australia without any restrictions. Ability to meet Microsoft, customer and / or government security screening requirements is 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. Employment Details Seniority level – Mid‑Senior level Employment type – Full‑time Job function – Information Technology Industries – IT Services and IT Consulting #J-18808-Ljbffr