Escalation Engineer - Storage & High Availability (BB-00D0E)

Encontrado en: Neuvoo CR


Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Escalation Engineers (EE) investigate and solve critical, complex, and highly technical issues using mostly code-level techniques - like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools. EEs are responsible for driving Product Engineering engagement. They handle highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as key collaboration point for support teams.

In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.


Your Responsibilities
• Handle highly complex, political, financial, executive level cases - as business demands
• Key collaboration point for advanced troubleshooting to unblock issues - including the use of code-level techniques
• Manage engagement with Product Engineering for Support-raised escalations
• Work alongside Serviceability and engineering teams as trusted advisor to improve incident resolution or service deficiency
• Drive process, tool, service delivery and solution improvements that enable effective troubleshooting and remediation (incl. Diagnostics)
• Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific


Required Qualifications:

  • 2 years of knowledge, support and learning attitude toward Microsoft technologies: Windows Server – 2008 R2, 2012, 2012 R2, 2016 and 2019. Windows Client – 7, 10
  • 2 Familiar with virtualization, storage infrastructure, including storage arrays and fiber channel switches and zoning.
  • 2 years of general OS troubleshooting such as performance, permissions and architecture and general data or storage technologies
  • Preferred Qualifications:

  • Windows System Administration/Configuration, including a good basic understanding of • File Storage & Registry
    • User Accounts & Access Control
    • Event Logs & Auditing
    • Performance/Resource Monitor
    • Networking (TCP/IP) English Language: fluent in reading, writing and speaking
  • Technical Skills:

    Windows System Administration/Configuration, including a good basic understanding of:
    • Registry
    • File Storage
    • User Accounts & Access Control
    • Event Logs & Auditing
    • Performance/Resource Monitor
    • Networking (TCP/IP)

    Experience in one or more of these areas desirable:
    Automated installation of Windows
    User Profile management
    Windows Update management
    Kerberos and delegation
    Bitlocker administration
    Windows Shell configuration and management
    Windows Activation/Licensing
    Remote Desktop Services configuration and management
    Printing configuration and management
    Resilient Storage technology (clustering, storage spaces)
    Server management tools
    Hyper-V management and VM deployment
    Application installation and management
    Windows backup and VSS
    PowerShell scripting
    Active Directory topology and management
    Network Tracing and analysis
    Public Key Infrastructure (PKI) deployment/management
    Remote File Systems (SMB)
    Group Policy management
    DNS deployment/management
    Troubleshooting hangs and crashes in Windows
    Network Virtualisation (Hyper-V, SDN)
    Troubleshooting performance issues using PerfMon and other tools

    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.

    calendar_todayhace 5 días


    info Full-Time

    location_on San Jose, Costa Rica

    work Microsoft

    Autorizo expresamente a Términos y condiciones

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