Embedded Escalation Engineer-AI Foundry

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Interested in being on the cutting edge of AI Cloud Services? Then come join Microsoft as an Embedded Escalation Engineer (EEE) working with AI technologies. 

As EEE, you will be part of AI engineering team within support to be “the” differentiator in the marketplace and need the best and brightest to take our AI solutions to the next level.

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

Customer Resolution: 

• Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives. 

• Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience. 

• • Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process. 

• • Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.  

• • Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues. 

Collaboration:

• • Collaborates with engineering teams and/or operations teams to identify the right resource. Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues. 

• • Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers.
• • Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Mentors other Support Escalation team members on how to handle moderate to highly complex cases. 
•  

Communication:

• • Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.  

• • Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them.

Process improvement:

• • Identifies systematic issues and process breakdown and participates in a project or workgroup to improve systematic issues and internal processes.  
• • Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and supports the delivery of strategies to resolve them.
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• Vendor relationships:
• • • Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.  

   

  Other:

  • Embody our Culture and Values

Qualifications

Required Qualifications:

• 7+ years of technology industry, customer service, or related experience
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical  support, technical consulting experience, or information technology experience. 

Other Requirements:

• 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 thereafter.

Additional or Preferred Qualifications:

• 3+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations

• 2+ years of experience in one or more of the following:

  Deep understanding of Cloud services (Preferably Azure), (Experience with other cloud service like AWS is also a plus)

  Microsoft Azure architecture and its components (Compute, Storage, Networking, Kubernetes, Management Portal)

  Familiarity with development: tools, language, process, methods, troubleshooting

  Experience with AI solutions and services.

  Experience with Open Source Ai and ML technology preferred.

  Familiarity with Generative AI, AI Agents,LLM/ SLM and prompt engineering.

• Development/Coding:

  Experience with C#, Python, KQL, .NET, R, PowerShell, CLI

  Service engineering and/or DevOps/ MLOPs experience at internet scale involving user data and/or software development for an enterprise level product.

  Experience with workflow automation tools like Power automate, Azure automation etc.

  Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

  Experience in a Tier 2/3 environment is preferred

  BS in computer science or engineering or equivalent industry experience is preferred.

  Proven skills with Azure Fundamental Certification az-900, Azure AI Certification ai-900, Azure Networking Certification az-700.

Support Escalation Management IC5 - The typical base pay range for this role across Canada is CAD $121,800 - CAD $219,100 per year.

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 thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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