A day in the life: Escalation Engineer

Have you ever wondered what “A Day in the Life” looks like for some of our roles here in Microsoft Services?

Join me on this series as we discover just what these people do!

Inspire and be the difference.


What do you think of when you hear Microsoft? We think of passion, we think of inspiration, we think of collaboration, we think of innovation, and it’s our employees who make this happen. At Microsoft we’re changing the way the world works and plays while making a difference in the lives of millions by bringing best and the brightest minds together.

Escalation Engineer Role Details

Escalation Engineer:

Provide 24×7 deep technical troubleshooting for escalated issues that involve Microsoft’s most technically complex or politically sensitive support situations. Isolating problems directly that affect customer systems on site may be required.

Technical Expertise:

Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs.

Interface to the product group:

Provide customer feedback to the product group, regarding common problems. Work together to provide solutions to the customer which may include hot fixes and changes to the design of the product.


Train Support Engineers and help them resolve support cases. Help make others great with coaching and leadership skills. Learn from someone different from you.

Proactive Services:

Develop workshops, deliver customized health checks, supportability reviews, and risk assessments. Provide training to colleagues and customers.

Wanna know more?  Check it out! escalation-engineer1

Ready for your next career?  Check out our openings today!

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