Job Title: Escalation Engineer

Job Category: Product Support

Product: Exchange Server

Location: TX - Las Colinas, NC - Charlotte, WA - Issaquah

Purpose:

To provide information and responsive and reliable resolution of the most critical and highest impact problems for Microsoft's strategic corporate customers using Microsoft Exchange, Outlook, and/or other messaging related products.

Responsibilities:

Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.

-          Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.

-          Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product lines.

-          Use trace analysis, source code,  and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.

-          Acquire  & coordinate resources from other groups as needed to resolve customer issues.

-          Key technical interface to Sustained Engineering (SE) and Development for the resolution of high impact or pervasive issues effecting Microsoft's corporate clients.

-          Manage hot site issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.

-          Represent Microsoft professionally in on-site situations.

-          Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions and articles, etc. Mentor new Escalation Engineers.

-          Develop and deliver technical training to other engineers.

-          Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

-          Report software bugs and customer suggestions.

-          Write complex technical articles and sample programs for knowledge base.

-          Assist with selection of new team members.

-          May act as technical focal point in cooperative relationships with other companies.

Qualifications Recommended:

The ideal candidate will have a four year degree in C.S. or E.E. and a minimum of four years product support experience or the equivalent in work experience. Prior knowledge of the products to be supported, and other networking products and/or networking operating systems, is required. Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment. Programming and debugging skills are required, preferably in C, as well as the ability to read and analyze network traces. Certification as an Microsoft Certified Systems Engineer (MCSE) is required within one year of employment.

If interested, please submit your resume through following pages:

WA Issaquah

http://members.microsoft.com/careers/search/details.aspx?JobID=5f052227-a0f7-4cfc-bec5-e43ecf53c8d3

NC Charlotte

http://members.microsoft.com/careers/search/details.aspx?JobID=d766e063-c924-42d9-a858-2fd0f29c6e57

TX Las Colinas

http://members.microsoft.com/careers/search/details.aspx?JobID=ac3f1f8c-cd98-439e-9cf7-f928c2bdbb03

- The Exchange Team