Microsoft Support Escalation Management 

Taiwan, Taoyuan City 

494293608

Required Qualifications:

• • 5+ years technical support, technical consulting experience, or information technologyexperience
• o ORBachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technologyexperience.

• Prior Incident and escalation management experience

• Proficient in C-level stakeholder management

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 thereaft.

Additional or Prefered Qualifications:

• 7+ years technology industry, customer service, or related experience

o OR Bachelor's Degree in technology, business, or related field AND 5+
years technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND 4+ yearso OR equivalent experience

• Project management experience
• Experience working with Microsoft products and services
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)

Response and Resolution:

• • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue.
• • Ensures customers stay informed as to the status/solution of their issue. U

• • Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. P

• • Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.
• • Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

• • Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

• • Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. MentorsTechnical Support Engineers or members from other teams outside of Customer
• • Service and Support (CSS). Develops expert level competence on support topics.

Product/Process Improvement:

• • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.

• • Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.

• • Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.

• • Translates feedback and creates processes and workflows for case resolution.

• • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. U

• • Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

• • Embody our