Escalation Engineer

Last updated 7 days ago
Location:Remote - AU/NZ only
Job Type:Full Time

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.

Do you like to pioneer new initiatives? Are you a business-value-savvy technical specialist who can deliver a consultative engagement and deployment guidance? If you answered yes, keep reading. The Scenario SME role is part of the Customer Transformation effort inside of FastTrack, an organization that sits at the intersection of engineering, marketing, and the field to help customers accelerate time to value in their investments. The FastTrack organization is evolving its remit to include scenarios that support the customers’ transformational agenda and propel growth for Microsoft.

The Scenario SME will be a steward of a transformational scenario, Employee Engagement (EE), that helps customers with modern engagement tools designed to keep everyone informed, connected and inspired to bring their best to work every day. This includes the tech enablement, adoption and usage of existing capabilities in the collaboration and productivity family. It also includes subsequent product value that will further enhance the employee experience, and support Microsoft’s license and revenue targets.

The Scenario SME is a co-pilot of the Modern Work Architect (MWA) in delivering the envisioning, deployment planning, and deployment to the customer. S/he owns driving a project level scenario plan with the customer, handling objections, competitive product challenges, obtaining customer commitment for pilot or deployment at scale, landing adoption guidance. The Scenario SME is also someone who will remain ahead of the game in roadmap releases and is able to deploy cutting edge features.


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


Deliver solution wins to meet or exceed performance targets with MWA-led accounts, as well as reactive requests for assistance.

Partner with Modern Work Architects (MWAs) to plan the project to deliver a credible partnership to the customer who is interested in elevating their employee communications and engagement

Engage with M365 enterprise customers to determine technical propensity and readiness for deployment. Guide the customer to assist with deployment planning by responding to questions and objections with a mix of business value and technical enablement guidance.​

Triage and help resolve issues and provide continuous feedback loops to continuously improve scenario related features, tools and processes.

Support with the right configurations and policies to enable the bundle of value that each scenario module requires.

Capture learnings in FastTrack quality assurance tools

Support discovery workshops with the customer to drive intent to deploy one or more of the EE scenario modules.

Help identify sponsor and/or network of champs who will drive transformation. Support the customer’s change management journey through best practice sharing.

Help influence account team to define timelines for transformation plan, resulting in project dates, intent, and business sponsorship.

Help build MWA capacity to deepen the community of practice in support of the scenario, and to support the development of new engagement and delivery skills.


Language Qualification
English Language: fluent in reading, writing and speaking.


Expertise in product and technical enablement of Microsoft 365 modern work features for SharePoint Online, Yammer and Teams to achieve a specific business outcome.

Expert knowledge in product features and technical onboarding for Teams, SharePoint or Yammer.

Proven record of explaining new software solutions to enterprise customers—the strategic benefits and practical use cases.

Can effectively synthesize customer needs and connect current and planned product capabilities.

Dynamic and engaging presenter, comfortable in audiences of all sizes and various levels

Builds and maintains strong working relationships with account teams, marketing, and product group teams.

Embraces learning and challenges with an entrepreneurial mindset.​

Business outcome focused - able and experienced in talking with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) to advise and help solve business problems​.

5 years experience supporting large enterprise accounts.

Bachelor’s degree and technical aptitude.

Fluency in English—written and verbal.

Preferred: Certification in challenger sales method

Preferred:  working knowledge of change management concepts and approaches

Preferred: Experience or aptitude for enabling the most cutting-edge features of SharePoint Online, Yammer and Teams with customers. ​

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.

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