Microsoft Support Escalation Engineer - Surface Devices 

Taiwan, Taoyuan City 

767134004

Required Qualifications:

Language Skills – Must speak fluent Mandarin.

Preferred Qualifications:

3 or more years of industry experience supporting Networking or OS imaging.

5 or more years' experience in systems development, network operations, software support or I.T. consulting.

(Preferred) B.S. degree in C.S. or E.E. or equivalent

Roles and Responsibilities

· Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area.

· Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations.

· Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases.

· Manage customer relationships and document their cases thoroughly.

· Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information.

· Breadth Technical Experience

o PC Hardware knowledge (Surface Devices)

o Windows OS

o TCP/IP and general networking skills

o (Preferred) Basic understanding of Supply Chain Operations and Logistics

· Depth Technical Expertise

o Windows Networking

o (Preferred) OS Imaging

o (Preferred) Device Management

· Adaptive Communication Skills

· Ability to effectively share knowledge.