Support Escalation Engineer - Office

Last updated an hour ago
Location:Remote - AU/NZ only
Job Type:Full Time

Security clearance – Baseline accepted but higher clearance preferred NV1 and NV2

These opportunities will be focused to support our government customers, in order to obtain access to customer systems, Government Security Clearance is required for all roles.

If you currently do not hold government clearance and willing to obtain clearance, you must be an Australian Citizen to qualify.

Job Description

Position Description: Office 365 and Office OnPrem Support Engineer

Are you a deep technical expert interested in helping our customers and partners adopt and implement Microsoft cloud technologies? Does the challenge of working with cross-cultural teams with different work styles interest you? Does occasional international travel and working on site with our international customers and partners appeal to you? If the answer is yes, then the APGC CSS Office Cloud and OnPrem Support team has an immediate opening for you.


Office 365 and Office OnPrem Support Escalation Engineer will support Microsoft Enterprise customers in ANZ region, and act as a technical backbone for broad and complex issues. The person focuses on technical deep diving and guidance to Microsoft’s customers and partners, proactively works to circumvent roadblocks and to provide solutions. This person will act as the regional escalation point for Office 365 and Office Onprem product support issues with the next level of escalation with product groups and or datacenter operations teams. One of the key responsibilities would be to improve product quality by timely feedback known issues to Operations and Product Engineering team and driving effective solution.



Represent Microsoft and communicates with customers and partners in Australia and New Zealand region via telephone, written correspondence, or electronic service regarding technically complex issues, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.

Use trace analysis, source code, and other sophisticated tools to analyze problems and develop solutions to meet customer needs; may involve writing code.

Work directly with the Operations and Product Engineering teams to obtain product design information or isolate both bug and non-bug related issues.

Create technical content including Knowledge Base articles, whitepapers, training documents, etc.

Assist with selection of new team members.

May act as technical focal point in cooperative relationships with other companies.



Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.

Communication skills that allow you to take lead and control the communication with frustrated or upset customers.

Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping to define long term strategic goals.

Demonstrated leadership skills and strong communication and interpersonal skills.

Fluent English oral and written communication skill is required.


Must possess the ability to work independently with minimal management supervision and as part of international team of Escalation Engineers

Demonstrated aptitude for providing exceptional customer service in politically charged environments.

Demonstrated knowledge and ability to mentor others in all areas of a Support Engineer’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved

Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development.

Ability to apply technology to improve existing products and systems at customers and for internal use.

Ability to actively participate in team support by proposing and implementing solutions.

Must be willing to develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes.

Ability to work or be on call during various shifts including weekends and deep nights for critical cases on a 24x7 basis

4+ Years of product support experience or related work experience.

Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level.

Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Technical Requirements:

Prior knowledge of Networking/.Net Development/C++ Development/Java Development/SharePoint is preferred.


Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience.

MCSE preferred. Will consider related field (or equivalent) experience.

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.