Embedded Escalation Engineer

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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Interested in being on the cutting edge of Cloud Services? Then come join the Dynamics business unit as an Embedded Escalation Engineer (EEE) supporting Dynamics 365 and Power Platform products

As a EEE, you will be an elite member of the support team and have opportunities to integrate deeply with the Dynamics 365 and Power Platform Product Group. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a EEE, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

You will solve customer reported incident and escalations, participate in the AI Journey Microsoft is driving at this moment, participating in the implementation of AI Solutions and AI Agents to bring the next level of support experience in the different stages of the customer reported incidents, such as detection, troubleshooting, resolution, and the identification of emerging trends or re-occurring escalation scenarios. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Dynamics support.

You will contribute to the Product improvements by filing impactful bugs, design change requests and recommend other ways to prevent future customers from getting impacted. As a trusted advisor to the Dynamics engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers and support team members.

Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly, concisely and build broad relationships with influencers to impact key business results for our business and our customers.

This role is flexible in that you can work up to 50% from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.