Join Microsoft's Customer and Partner Solutions-Core (MCAPS) team as a Support Escalation Engineer and play a crucial role in accelerating customer outcomes and business growth. You will be part of an organization dedicated to building trust and confidence through seamless support experiences, powered by Microsoft's AI technology.

This role offers a fantastic opportunity for career advancement, allowing you to hone your problem-solving, collaboration, and research skills while developing deep technical proficiency. We are committed to empowering every person and organization to achieve more, fostering a culture of respect, integrity, accountability, and inclusion.

As an Escalation Engineer, you will be responsible for owning complex, high-impact escalations from start to finish. This includes performing deep troubleshooting across various Microsoft services like Partner Center, identity and access management, licensing, billing, and more.

You will analyze logs and telemetry to identify root causes, develop effective mitigations, and maintain rigorous case documentation. Furthermore, you'll lead technical collaboration across different teams, translate complex findings into clear updates, and provide technical guidance to peers. Identifying product defects and contributing to process improvements will also be key aspects of your role.

The ideal candidate possesses at least 3 years of experience in technical support, consulting, cloud services, or a related technical field. Alternatively, a bachelor's degree in Computer Science, Information Technology, or a related field, combined with 1+ year of relevant experience, is acceptable.

Demonstrated experience in owning complex escalations, strong troubleshooting and analytical skills, and clear written and verbal communication abilities are essential. The ability to prioritize effectively in a fast-paced environment and a customer-focused mindset are also crucial. Experience with Microsoft Partner Center, M365, or Azure, along with knowledge of authentication and cloud commerce scenarios, are preferred.