Microsoft Corporation Windows Escalation Engineer in San Jose, Costa Rica

OUR ORGANIZATION:

No two days are the same in Customer Service and Support at Microsoft. We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Microsoft software and services.

Our organization is geographically distributed; we speak many languages; and we come from a variety of cultural backgrounds. We are looking for talented people with a growth mindset, a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision, and our every action.

  1. Customer obsession – Our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.

  2. Growth mindset – Our people focus on learning, improving and being open about change.

  3. Diverse and inclusive – We celebrate and leverage our cultural differences as it makes us a stronger organization and provides the best experience for our engineers and customers.

  4. One Microsoft – We believe in a boundary-less organization, unlocking the collective genius and building great experiences.

  5. Making a difference – We think beyond the traditional measures of business or individual success and believe that our work is purpose driven, improving lives worldwide.

Responsibilities

THE ROLE:

As an Escalation Engineer, you will have the opportunity to leverage source code and debugging skills to solve technically complex problems while working with our most strategic enterprise customers. You will be a technical leader and will have many opportunities to assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem solving collaboration. We’ll provide you with abundant resources, including the product source code, a rich content library and advanced diagnostic tools. As a member of this organization, you will benefit from access to a comprehensive collection of experts as well as the opportunity to work directly with the Program Managers and Developers who design and build Windows.

Qualifications

You approach things with a growth mindset – genuine desire and motivation to learn and develop yourself. You embrace challenges, and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win.

You love customers, and are obsessed with them - a genuine desire to help under challenging circumstances. In addition, you possess strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity.

Excellent self-assessment to identify when other resources are needed; ability engage and collaborate effectively with others to resolve complex problems. Finally, you should be able to handle high pressure situations well – maintain calm and composure on stressful situations is a must.

TECHNICAL SKILLS:

Ability to read and analyze C/C+ Experience with post-mortem debugging using the Microsoft Windows Debugging Tools (WinDbg) or similar debugger tools

Working knowledge of Windows Architecture and Internals

Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

SOFT SKILLS:

Passion for technology, problem solving, and customer supportability

Ability to understand the customers best interests in terms of problem impact

Ability and motivation to learn behaviors of unfamiliar operating system components/technologies as needed

Ability to discovery, recognize and assess alternate solutions to a problem

Leadership - handle technically challenging and politically hot customer situations

Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience

Ability to drive discussions remotely with authority

Ability to develop and nurture relationships over long distances and remote technologies like Skype

Ability to work collaboratively

Logical and critical thinking

Ability to deal with ambiguity

QUALIFICATIONS:

BS in computer science or engineering or equivalent industry experience

A minimum of five years product support or software development experience