Microsoft Corporation Escalation Engineer-DevOps in Redmond, Washington

Are you interested in the cloud business? Are you motivated by customer success? The Embedded Escalation Engineering team is strategic to Microsoft enabling customers to develop, test, and deploy solutions in the cloud. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.

The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the platform expands to provide broader capabilities to customers, support customers using a service rather than on-premise Microsoft products, and to work in collaboration with multiple Microsoft teams, including product group engineering and operations.

Microsoft Azure’s Embedded Escalation Engineering team troubleshoots most complex customer problems. As an Embedded Escalation Engineer, you will work directly with developers and customers who range from small to global Fortune 100 corporations. You will be a member of an exciting team that solves challenging Microsoft Azure cloud service problems. You will work with other engineers to debug, troubleshoot, identify product bugs, , and help resolve customer issues.


  • Analyze customers Azure problems and develop solutions to meet their needs. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.

  • Communicate technically complex information with Microsoft’s developer customers via email, telephone, and electronic services.

  • Working with customers when their site is down requiring calm empathy. Results will be measured via customer surveys.

  • Continually learn technologies and develop deep expertise then share that knowledge with the team. The objective is to grow into a subject matter expert in one of the many areas of Microsoft Azure: Networking and storage.

  • Provide actionable feedback to the engineering teams by isolating software bugs, surfacing customer pain points, and collecting customer suggestions.

  • Participate actively in regular technical triage meetings to share knowledge with other engineers to help quickly resolve their customer issues.

  • This position requires collaboration with customers and Microsoft employees including managers, support engineers, account managers, operations, and product development teams.


Required Qualifications:

  • Minimum of 3yrs of deep troubleshooting skills in Windows Server and Networking or Azure Storage, Azure Networking or Azure Compute or any Azure Stack

  • At least 2 years of experience in customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or I.T. consulting

Preferred Qualifications:

  • Technical and architectural knowledge for Azure Networking, Storage and Compute stack

  • KPI driven, proactive and motivated for continues improvement

  • Demonstrated ability to identify technical product gaps and tooling gaps, documentation gaps and collaborate with support, serviceability and product team to fill those gaps.

  • Ability to lead and motivate improvements via automation and providing support tooling.

  • Ability to effectively recognize and adapt to change

  • Leverage the people and resources put at your disposition to speed the resolution of the customers issue. Time is of the essence in the cloud.

  • 2 yrs+ development experiece in C#, Java, SQL

  • B.S. degree in C.S. or E.E. or equivalent experience preferred.

  • Previous experience in customer service or support of products or services is preferred

  • Networking skills, and cloud development are a definite positive.

  • Working knowledge of web services and technologies is desirable.

Software Development experience desired in one or more of the following:

  • Powershell and C#

  • Kusto, COSMOS, database

  • .NET Framework SDK

  • Software development experience with C++ or C#

  • Debugging code (WINdbg, Visual Studio Debugger)

  • Linux, Mac, Java, PHP, Node.js, Python or Ruby.

  • ASP.Net, IIS

For this position, you will be required to pass Microsoft background check prior to the start of employment and periodically thereafter.

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 at .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.