Job Information
Microsoft Corporation Embedded Escalation Engineer - Microsoft Defender for Endpoint in Multiple Locations, Germany
Embedded Escalation Engineers (EEE) 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. EEEs 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.
As an EEE, you will be an elite member of the support team and embedded within the Security Engineering for MDE (Microsoft Defender for Endpoint).
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.
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 Microsoft Customer Experience and Success (CES) 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.
This role is flexible in that you can work up to 50% from home.
Microsoft’s 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.
Responsibilities
Responsibilities will include:
Lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers.
Improve experience and drive key service improvements.
Build solutions, tools, or troubleshooting guides, and help automate issue detection and diagnosis to enable customers self-help and minimize support case volume.
You will help identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow.
This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities of our MDE support team. You will contribute to the Product improvements by filing impactful bugs, design change requests and help developers to fix the bugs, ship the fixes to production to prevent future customers from getting impacted.
As a trusted advisor to the engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers, and support team members.
Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results for our business. The successful candidate will have an understanding of the competitive landscape and use this understanding to influence key decision makers in both Support and the Engineering Groups.
This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.
It’s your chance to:
Work directly with our Product Group to provide world-class engineering support at a product component level.
Perform complex product debugging and remediation when needed; working alongside the development teams to drive Support incident resolution for configuration, code, or other service deficiencies impacting customers.
Embedded Escalation Engineers are not expected to write product code; however, they should be able to read code and understand its relevancy to the investigated issue.
The position is primarily “behind the scenes” providing engineering support to the Support teams on Support incidents that require Product Group engagement. At the same time, individuals should be capable and prepared to periodically engage directly with customers to help facilitate incident resolution as appropriate.
Qualifications
Required Skills:
Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role
Deep technical and architectural knowledge for Security, Networking
Threat protection i.e. Indicator of Attack/Compromise, MiTTRE
Next Gen Protection
Threat Vulnerability Management (TVM)
Kusto Query Language
PowerShell/ Python (advantage)
Prior experience in debugging Windows OS components and memory dump analysis (advantage)
Prior experience in debugging MacOS or Linux performance or stability issues (advantage)
Prior managed or unmanaged coding experience (advantage)
Preferrable Skills;
Familiarity with Malware landscape
Familiarity with Incident Response
Familiarity with Management technologies (SCCM, Intune)
Familiarity with Azure Active Directory basic concepts
Some Experience Preferred with Azure trouble-shooting tool: ACS, Kusto, COSMOS, etc.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .