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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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.

As an Embedded Escalation Engineer – Dev you will working with a small group of individuals working to deliver intuitive, insightful and effective diagnostics experience to our Engineering teams, Support professionals and Customers directly through a variety of client surfaces and while keeping our customers’ data secure.

Responsibilities

Responsibilities

Product/Process Improvement

• Collaborate with peer Embedded Escalation Engineers (EEE) - DEV to check in code that create fast, secure and reliable connections into the M365 cloud services infrastructure
• Undertake code reviews for peers to ensure quality & consistency in the development and deployment pipeline
• Working alongside peer EEE that leverage the service to develop effective diagnostic solutions that enable customers to self-help
• Contribute towards simple, intuitive & contextually aware features & user experiences that improve support efficiency, accuracy and time-to-resolve
• Assist with continuous product improvement by identifying bugs and design change opportunities

Response and Resolution

• Respond to service and maintenance activities (Availability Alerts, Security Alerts, Bugs Fixes) that fix defects & keep the diagnostic service healthy and available for our customers
• Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for improvement
• Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic issues.

Readiness

• Assists in the development of end-to-end readiness programs (e.g., content creation,quality assurance checks, writes technical articles) for new and existing service functionality.

Business Integration

• Work as part of a team to ensure the diagnostic service changes are accurately documented in order to remain compliant and meet regulations around Data Privacy and Security.

Other

• Embody our culture and values

Qualifications

Qualifications

Required/Minimum Qualifications

• 5+ years Software Development experience at internet scale involving user data
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years Software Development experience
• Software development experience working with Azure technologies (Service Fabric, Azure Functions, Micro Services Architecture)
• Development experience utilizing C# and .NET, PowerShell, Web Services

Additional or Preferred Qualifications

• Microsoft Technology Certifications.
• Experience with Security/ Auth for Online Services
• Experience supporting client/server, networking, and Internet technologies
• Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously
• Communication skills that facilitate being able to present complex technical issues to a general audience are important.

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.

The salary for this role in the state of Colorado is between $103,700 - 156,400 USD

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

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.