Microsoft Commerce Support Escalation Engineer 

Portugal, Lisbon 

612985226

Minimum Qualifications

• Multi-year technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND multi-year technical support, technical consulting experience, or information technology experience
• Passion for technology, problem solving and ensuring product issues are raised, addressed and provide customers with key insights/diagnostics
• Strong communication skills and client-facing expertise, so to understand the customers' best interests in terms of problem impact as well as to best manage complex customer-related situations.
• Good understanding of Commerce mechanisms (Payments, Credits, Refunds, Invoices and Credit Cards)

Additional Qualifications

• Understanding of Microsoft Cloud Services and knowledge on Office 365 identities and provisioning and Office 365 Subscription Admin roles
• Ability and motivation to build knowledge around unfamiliar components/technologies as needed
• Knowledge on technologies from M365 suite is a plus

Language Qualification
English Language: confident in reading, writing and speaking.
Fluency in German, French and/or Italian will be considered an asset.

As a Commerce Support Escalation Engineer, you will be responsible for delivering support services, working with customers to resolve complex technical issues.  In addition, you will focus on determining technical support scenarios, supportability asks, as well as on supporting workflow adjustments for identifying required tools, cloud access, training, processes or capabilities for support to assess issues quickly.  Therefore, you will also need to closely collaborate with other teams such engineering, operations, and CSS engineers.

• Troubleshoot and provide initial triage and investigation of customer cases from frontline support. Escalate to multiple Engineering and Decision teams as needed.
• Understand customer scenarios using Microsoft products/solutions and collaborate closely with engineering groups to resolve their issues and develop custom solutions.
• Act as liaison between frontline support and engineering teams / Business Group.
• Competently represent the Tier 3 team with Executive level management on high stakes escalations.
• Ability to build business relationships with external or internal stakeholders and generate trust, next to educating Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.
• Participate in a rotating 24x7 on-call schedule.
• Provide initial analysis and routing of issues that come in from support daily and assist in the resolution on any support escalations that do not need to go to development but do require action from tier 3 or engineering.