Responsibilities of a support engineer include:

• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft products.
• Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate.
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Consistently share best practices with team members. Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver "in depth" technical training to other engineers.
• Write complex technical articles and sample programs for knowledge base.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Critical Exposure Areas

• Prior knowledge of the product to be supported is required.
• Good communication skill, English-language skill and good service skill are expected
• Prior experience in trouble shooting
• Candidates must also have strong customer service, accurate and logical problem solving and the ability to work in a team environment.

Typical responsibilities of a Team Manager include

• Responsible for supervising and enhancing the performance of a team of Support Engineers, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery.
• Monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability.

Critical Exposure Areas

• Manage & develop a team of Support Engineers to deliver the highest level of customer satisfaction to MS customers
• Assist teams in training and development as well as technical coaching and mentoring.
• Interact with customers on a regular basis to enhance customer experience
• Drive and implement changes to develop people and take accountability of daily issues that affect service delivery.
• Manage Metrics and ensure process adherence.

Typical responsibilities of a Group Manager include

• Responsible for managing all aspects of the service delivery operations, customer interaction and working with peers to drive strong people management and implement quality initiatives at Microsoft India Global Technical Support Centre.
• The role is also responsible for developing an organization prepared to handle people and business growth, group level financial responsibilities and regular business change, while delivering responsive and quality support services to all customer segments.
• Accountable for developing team managers and top quality support personnel that can provide technical leadership to the cluster

Critical Exposure Areas

• Ability to define, develop and implement highly successful service delivery strategies and programs in conjunction with the related stakeholders
• Managing a full unit financial budget and P&L
• Effective negotiation skills across culture, distance & proven ability to handle difficult & sensitive situations involving the most critical & politically charged situations
• Ability to demonstrate business leadership across global and regional stakeholders.

Qualifications

• Experience in managing a virtual team
• Experience on organization change management

Responsibilities

• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
• Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
• Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
• Acquire & coordinate resources from other groups as needed to resolve customer issues.
• Key technical interface to Quick Fix Engineering (QFE) and Development for the resolution of high impact or pervasive issues effecting Microsoft's corporate clients.
• Manage hotsite issues by setting customer expectations, devising action plans, being available 24x7 and professionally communicating to all parties involved.
• Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
• Represent Microsoft professionally in on-site situations.
• Act as a technical lead, mentor, and role model in a team of engineers; provide direction to others, review solutions and articles, mentor new escalation engineers etc.
• Develop and deliver technical training to other engineers.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
• Report software bugs and customer suggestions.
• Write complex technical articles and sample programs for knowledge base.
• Assist with selection of new team members.
• May act as technical focal point in cooperative relationships with other companies.

Qualification and experience

The ideal candidate will have a four year degree in C.S. or E.E. and a minimum of four years product support experience or the equivalent in work experience. Prior knowledge of the product to be supported, and other networking products and/or networking operating systems, is required. Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment. Programming and debugging skills are required, preferably in C and C++, as well as the ability to read and analyze network traces. Candidates must meet the minimum technical guidelines outlined in their Unit’s Escalation Engineer guidelines document, and have successfully completed an Escalation Engineer Internship. MCP certification as an MS Systems Engineer is required.

Responsibilities

• Solutions for technically complex or politically hot customer issues:
  • Use trace analysis, and other sophisticated tools to analyze problems and develop solutions to meet customer need
  • Communicate issue status to customers via telephone, written correspondence, or electronic service in a timely fashion
  • Provide written documentation for all new issue types in a timely fashion
• Support of Critical Situations
  • Drive successful Critical Situation issues from a technical perspective
  • Assist in providing status updates at all levels of customer management
  • Collaborate with Onsite Engineers, Engineers at other locations and other Microsoft groups such as Premier and Field Engineers to provide solution
  • Be prepared to provide ROSS onsite support regarding mission critical problems experienced with the supported technology within your team.
• Support Engineering collaboration
  • Receive escalated issues or collaborate on issues until completely resolved
  • Mentor and develop Support Engineering staff
• Product Group collaboration
  • Engage Product Group when technical knowledge does not exist in support organization using the RFC process

Qualification and Experience

The ideal candidate will have a four year degree in C.S. or E.E. and a minimum of four years product support experience or the equivalent in work experience. Prior knowledge of the product to be supported, and other networking products and/or networking operating systems, is required. Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.