Microsoft Corporation Support Escalation Engineer in London, United Kingdom


Are you interested in the cloud business? Do you want to take Microsoft customers on the journey to success as they transition to cloud platforms and services?

In Support Engineering we're about helping customers realize their potential, from gamers to governments, mums to mega-corporations, we serve just about every kind of customer all over the globe. We are a community of engineers who have effective relationships with many amazing customers. In this role you will be curious and intuitive in your approach, with a passion for customer service. The role requires empathy, a passion for learning, excellent communication skills, the ability to think differently than the crowd, and a genuine desire to help people do their best. The role provides great scope for career development opportunities within Microsoft.

These roles provide technical support to enterprise customers, partners, internal staff and/or others on critical issues experienced with Microsoft technologies. A Support Engineer is responsible for providing quality support for our products with a high degree of customer happiness; providing responsive and reliable technical solutions and information to Microsoft customers.

What to expect?

  • Work is office-based, but occasionally there is the need to travel to attend meetings.

  • Collaborating with colleagues across teams, time zones and technologies, working closely with brilliant Support engineers, product groups and progressive customers.

  • We work with a diverse range of customers; from small dev shops and independent software vendors (ISVs) to blue chip organisations.

  • Resolving customer technical problems

  • Opportunity for personal growth

  • This position may require you to work a rotational on-call and shift schedule


Roles and Responsibilities:

Positively represent Microsoft and communicate with corporate customers via telephone, email, Skype in regard to finding solutions for technical problem identified in Microsoft products.

As a member of a team, pursue technical problems, involving broad and in-depth product knowledge by using collaboration and receiving mentoring assistance as needed. Frequently, these problems are politically charged situations as well, requiring the highest level of customer service.

Responsible for managing the relationship with these customers and thoroughly documenting their cases.

Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.

Consistently share best practices. Write technical articles and blogs for guiding other team members and customers.

Qualifications and Experience:

  • Good Communication Skills - spoken and written English (including technical writing). Additional languages are a plus.

  • Excellent customer service skills and customer focused attitude.

  • Three or more years’ in-depth systems deployment, admin or technical support, software support or IT Consulting

  • Effective learning skills and the ability to learn on the go

  • Strong problem-solving skills, includes troubleshooting, problem analysis and resolution, good judgment/decision making ability.

  • Genuine passion for technology and desire and aptitude to increase technical skill level required.

  • Recent work experience in a customer facing support role

  • Excellent written and oral communication skills

  • Cultural sensitivity

  • Experience of building relationships with customers

  • Ability to build the trust of a community

  • Self-motivation and an ability to use initiative

  • Flexibility and ability to adapt to ambiguous and changing situations

We are looking for Support Escalation Engineer to join our Biztalk team.

Therefore, we are interested in people with skillsets in any of the below, we do not expect you to have everything, just the relevant skills for the team you are interested in:

  • Previous experience working/troubleshooting with Microsoft enterprise products including BizTalk Server .

  • Ability to work or be on called during various weekly shifts including weekends (24x7)

  • Strong .NET development skills (specifically C# & WCF)

  • Strong understanding the Windows Architecture and internals

  • Performance troubleshooting using Perfmon

  • T-SQL troubleshooting using SQL Profiler

  • Network troubleshooting using Netmon

Must have knowledge and experience of supporting one or more of the following:

  • BizTalk Server (any version between 2006R2 and 2016)

  • BizTalk Adapters (incl. LOB), Orchestrations, Accelerators, ESB, FSB, HIS

Beneficial to have knowledge and experience of using the following:

  • SQL Server (any version between 2005 and 2016) & T-SQL

  • Visual Studio (any version between 2005 and 2015)

  • Windows Server 2008 R2, 2012 R2, 2016

  • Reading and analysing C, C++, C#, XML and XLST/XSD code

  • WCF (Windows Communication Foundation)

  • MSDTC (Microsoft Distributed Transaction Coordinator)

  • Microsoft debugging tools is a plus

If you find this opportunity to be compelling, we would like to explore the possibilities with you.


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 at .

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