Support Escalation Engineer - CSP
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Key details
- Location
- Hyderabad, TS, India
- Work style
- Onsite
- Level
- Mid level
- Experience
- 3–6 yrs
- Function
- Software engineering
- Focus area
- other
- Posted
- 13h ago
Skills
About the role
Microsoft Customer and Partner Solutions-Core (MCAPS) accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
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
Escalation Ownership and Resolution
Own complex, high-impact CSP and Partner Center escalations from initial assessment through mitigation, resolution, and closure.
Establish a clear problem statement, business impact, scope, timeline, and technical investigation plan.
Perform deep troubleshooting across Partner Center, identity and access, tenant and partner relationships, subscriptions, licensing, billing, commerce transactions, APIs, service integrations, and dependent cloud services.
Analyze logs, telemetry, error patterns, service behavior, and case history to isolate root cause and identify the most effective recovery path.
Develop and validate mitigations, workarounds, and recovery guidance while managing technical risk and customer impact.
Maintain rigorous case documentation, including investigation findings, decisions, owners, dependencies, risks, and next steps.
Technical Leadership and Collaboration
Lead technical collaboration across frontline support, engineering, operations, incident management, and product teams.
Engage the right resources, clarify ownership, and remove blockers to accelerate resolution.
Translate complex technical findings into clear, audience-appropriate updates for partners, customers, support leaders, and engineering stakeholders.
Set realistic expectations, provide transparent status, and guide difficult conversations with empathy, confidence, and sound judgment.
Provide technical coaching and escalation guidance to peers and frontline engineers.
Serve as a trusted technical advisor while balancing partner needs, service integrity, security, and Microsoft business requirements.
Readiness and Knowledge Leadership
Develop and maintain expertise across CSP, Partner Center, identity and access management, security, commerce, and related Microsoft cloud technologies.
Participate in technical communities, readiness programs, case reviews, and knowledge-sharing initiatives.
Create and improve troubleshooting guidance, knowledge articles, diagnostic playbooks, and reusable technical assets.
Mentor peers and contribute to onboarding, coaching, and technical capability development.
Product and Process Improvement
Identify product defects, service gaps, recurring failure patterns, and supportability opportunities through case analysis and partner feedback.
Work with engineering and product teams to improve diagnostics, reliability, documentation, and the end-to-end partner experience.
Contribute to automation, self-help, case deflection, and operational improvements that reduce avoidable support demand.
Use data and case trends to recommend durable corrective actions and measure whether improvements achieve the intended outcome.
Qualifications
Required Qualifications:
Required Qualifications
3+ years of experience in technical support, technical consulting, cloud services, systems administration, identity management, security, or a related technical field; or a bachelor’s degree in Computer Science, Information Technology, or a related field and 1+ year of relevant experience.
Demonstrated experience owning complex customer or partner escalations and driving issues through cross-team resolution.
Strong technical troubleshooting, analytical reasoning, and structured problem-solving skills across multiple technologies and service dependencies.
Ability to interpret logs, telemetry, API behavior, and other diagnostic evidence to form and test technical hypotheses.
Clear written and verbal communication skills, including the ability to explain technical issues, business impact, risk, and next steps to varied audiences.
Ability to prioritize effectively, operate in ambiguity, and maintain accountability in a fast-paced support environment.
Demonstrated customer focus, active listening, sound judgment, and the ability to influence positive outcomes during high-pressure situations.
Fluency in English for professional reading, writing, and speaking
Preferred Qualifications
Experience supporting Microsoft Partner Center, the Cloud Solution Provider program, Microsoft 365, Azure, MAICPP or Marketplace
Knowledge of authentication, authorization, role-based access control, security groups, delegated administration, and tenant or partner relationship models.
Experience troubleshooting cloud commerce scenarios involving customer acquisition, subscriptions, licensing, billing, invoicing, reconciliation, renewals, or transaction failures.
Experience partnering directly with engineering or product teams to investigate defects and improve service supportability.
Experience creating technical documentation, leading case reviews, mentoring engineers, or contributing to support readiness.
Relevant Microsoft or industry technical certifications.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.