Support Escalation Engineer CSP

Microsoft Customer and Partner Solutions-Core (MCAPS) accelerates customer outcomes and business growth. By uniting product engineering marketing sales customer success and partners around a common customer mission we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution we win competitively capture market share and scale repeatable growth motions. We differentiate through value creation - delivering world-class AI-powered customer experiences that accelerate adoption strengthen loyalty and create sustainable competitive advantage driving growth that outpaces the market.

Within MCAPS - Core the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support CSS we are powered by Microsofts AI technology to help consumers businesses partners and more resolve their issues quickly and securely helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own troubleshoot and solve customers technical issues. This opportunity will allow you to accelerate your career growth hone your problem-solving collaboration and research skills and develop your technical proficiency.

Microsofts mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect integrity and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Escalation Ownership and Resolution

Own complex high-impact CSP and Partner Center escalations from initial assessment through mitigation resolution and closure.

Establish a clear problem statement business impact scope timeline and technical investigation plan.

Perform deep troubleshooting across Partner Center identity and access tenant and partner relationships subscriptions licensing billing commerce transactions APIs service integrations and dependent cloud services.

Analyze logs telemetry error patterns service behavior and case history to isolate root cause and identify the most effective recovery path.

Develop and validate mitigations workarounds and recovery guidance while managing technical risk and customer impact.

Maintain rigorous case documentation including investigation findings decisions owners dependencies risks and next steps.

Technical Leadership and Collaboration

Lead technical collaboration across frontline support engineering operations incident management and product teams.

Engage the right resources clarify ownership and remove blockers to accelerate resolution.

Translate complex technical findings into clear audience-appropriate updates for partners customers support leaders and engineering stakeholders.

Set realistic expectations provide transparent status and guide difficult conversations with empathy confidence and sound judgment.

Provide technical coaching and escalation guidance to peers and frontline engineers.

Serve as a trusted technical advisor while balancing partner needs service integrity security and Microsoft business requirements.

Readiness and Knowledge Leadership

Develop and maintain expertise across CSP Partner Center identity and access management security commerce and related Microsoft cloud technologies.

Participate in technical communities readiness programs case reviews and knowledge-sharing initiatives.

Create and improve troubleshooting guidance knowledge articles diagnostic playbooks and reusable technical assets.

Mentor peers and contribute to onboarding coaching and technical capability development.

Product and Process Improvement

Identify product defects service gaps recurring failure patterns and supportability opportunities through case analysis and partner feedback.

Work with engineering and product teams to improve diagnostics reliability documentation and the end-to-end partner experience.

Contribute to automation self-help case deflection and operational improvements that reduce avoidable support demand.

Use data and case trends to recommend durable corrective actions and measure whether improvements achieve the intended outcome.

Required Qualifications:

This position will be open for a minimum of 5 days with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry citizenship color family or medical care leave gender identity or expression genetic information immigration status marital status medical condition national origin physical or mental disability political affiliation protected veteran or military status race ethnicity religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable local laws regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process read more about requesting accommodations.

Required Experience:

IC