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Embedded Escalation Engineer

2 weeks ago

Bengaluru, Karnataka, India Microsoft Full time ₹ 15,00,000 - ₹ 20,00,000 per year
Guidance (Text Only)Job Posting Content Content for the Responsibilities and Qualifications section of the job posting should be leveraged from the Role Library found on HRWeb: HRweb - Role Library. For guidance on how to create an impactful job description, reference the Job Posting Aid. For roles in the EU or UK: Years' experience should not be included. Accessibility Guidance - Use only the "Paste as Text" button in the text editor to transfer content, especially if using Microsoft Word, PPT, Outlook or OneNote - Change the Font Family to Calibri​ - Do not use special characters ​ - Use only one sub-heading for each of the 3 sections – e.g. - Responsibilities -> Key responsibilities​ - Qualifications -> Skills required​ - Only format content within the text editor (e.g. create bullets and bold styling using the associated buttons in the editor)​ - Remove all blank characters at the end of a sentence by pressing Enter to end each line Follow these suggestions for what to avoid in your job advertisement: - Do not mention unannounced products, technologies or project codenames. - Do not discuss future product milestones or roadmaps. - Do not mention executive names. - Do not use a team name unless well known to external audiences. - Do not discuss internal company goals or business strategies. - Do not discredit current Microsoft products in market or use language with a negative connotation when describing Microsoft products or services. - Do not use stats that may be newsworthy such as downloads, units, market share, sales, revenue, or other business metrics without first consulting your Public Relations team. - Do not mention specific competitors. - Absolute security, safety, and privacy do not exist. Therefore, do not make any statements that express or imply absolute security, safety, and privacy. - Do not reference internal URLs, job levels, or terminology. Responsibilities (Text Only)
• Response and Resolution: You own, investigate, and solve highly complex customer technical issues and serve as a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (e.g., debugging).
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.
• Product/Process Improvement: You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.
• Business Integration: You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams. Qualifications (Text Only)Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND years of technical support, technical consulting experience, or information technology experience o OR 5 years of technical support, technical consulting experience, or information technology experience. o OR equivalent experience Language Qualification English Language: confident in reading, writing and speaking. Preferred Qualifications: 3 years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations. 2 years of experience in one or more of the following: Deep understanding of Cloud services (Preferably Azure), (Experience with other cloud service like AWS is also a plus) Microsoft Azure architecture and its components (Compute, Storage, Networking, Kubernetes, Management Portal) Familiarity with development: tools, language, process, methods, troubleshooting Experience with AI solutions and services. Experience with Open Source Ai and ML technology preferred. Familiarity with Generative AI, LLM/ SLM and prompt engineering. Development/Coding: Experience with C#, Python, KQL, .NET, R, PowerShell, CLI Service engineering and/or DevOps/ MLOPs experience at internet scale involving user data and/or software development for an enterprise level product. Experience with workflow automation tools like Power automate, Azure automation etc. Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions Experience in a Tier 2/3 environment is preferred BS in computer science or engineering or equivalent industry experience is preferred. Proven skills with Azure Fundamental Certification az-900, Azure AI Certification ai-900, Azure Networking Certification az-700 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.