Embedded Escalation Engineer at Microsoft

📍 Job Overview

Job Title: Embedded Escalation Engineer
Company: Microsoft
Location: Multiple Locations, United States
Job Type: Full-Time
Category: Customer Support & Service
Date Posted: July 30, 2025

🚀 Role Summary

Key Responsibilities: Provide engineering support to Microsoft SQL Cloud support delivery teams for incidents requiring product group engagement, and occasionally engage directly with customers to facilitate incident resolution.
Key Skills: Azure, Databricks, Cloud Services, Customer Support, Incident Resolution, Engineering Support, Data, AI, SQL, Collaboration, Problem Solving, Customer Experience, Growth Mindset, Innovation, Accountability, Inclusion.

📝 Enhancement Note: This role focuses on providing technical support and incident resolution, requiring strong Azure Analytics and engineering support skills. It also emphasizes customer experience, collaboration, and problem-solving.

💻 Primary Responsibilities

Incident Resolution: Work behind the scenes to provide engineering support to Microsoft SQL Cloud support delivery teams for incidents requiring product group engagement.
Customer Interaction: Occasionally engage directly with customers to facilitate incident resolution as appropriate, demonstrating strong communication and customer service skills.
Collaboration: Work closely with the Azure Databricks Product Group as a virtual member, collaborating to resolve complex incidents and improve services.
Problem Solving: Leverage strong problem-solving skills to troubleshoot and resolve technical issues, often working with limited information.
Customer Experience: Contribute to Microsoft's mission of empowering every person and organization by delivering exceptional customer support and driving customer satisfaction.

📝 Enhancement Note: This role requires a balance of technical expertise and strong customer service skills, with a focus on incident resolution and collaboration with the product group.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: Proven experience in customer support, technical support, or a related role, with a strong focus on incident resolution and engineering support. Experience with Azure Analytics and Databricks is essential.

Required Skills:

Proficient in Azure Analytics and Databricks
Strong incident resolution and troubleshooting skills
Excellent communication and customer service skills
Ability to work independently and in a team environment
Strong problem-solving skills and a growth mindset
Experience with SQL and data analysis
Familiarity with cloud services and support delivery teams

Preferred Skills:

Experience with Microsoft SQL Cloud support delivery teams
Knowledge of AI and machine learning concepts
Familiarity with Agile methodologies and product group collaboration
Experience with customer experience and success strategies

📝 Enhancement Note: This role requires a strong technical background in Azure Analytics and Databricks, as well as excellent communication and customer service skills. Experience with Microsoft SQL Cloud support delivery teams is a plus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills through case studies or projects showcasing incident resolution and technical support.
Highlight experience with Azure Analytics and Databricks, with a focus on performance optimization and troubleshooting.
Include examples of successful customer interactions and positive customer feedback.

Technical Documentation:

Provide detailed documentation of incident resolution processes, including steps taken, tools used, and outcomes achieved.
Include any relevant code snippets or scripts used to resolve technical issues.
Demonstrate a strong understanding of data analysis and SQL through portfolio projects or case studies.

📝 Enhancement Note: This role does not require a traditional web portfolio, but candidates should be prepared to discuss their incident resolution processes, technical support experiences, and customer interactions in detail.

💵 Compensation & Benefits

Salary Range: $85,000 - $120,000 per year (based on experience and location)

Benefits:

Competitive health, dental, and vision insurance plans
Retirement savings plans with company matching
Generous time off and paid holidays
Employee stock purchase plan
Employee discounts on Microsoft products and services
Opportunities for professional development and career growth

Working Hours: Full-time position with standard business hours, including some on-call rotations for incident resolution.

📝 Enhancement Note: Salary range is estimated based on industry standards for similar roles at Microsoft and comparable companies. Benefits are based on Microsoft's standard employee benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, with a focus on cloud services and customer experience.

Company Size: Microsoft is a large, global organization with over 180,000 employees worldwide.

Founded: 1975, with a rich history of innovation and industry leadership.

Team Structure:

The Customer Experience and Success (CE&S) organization is responsible for all up services across the company, including consulting, customer success, and support.
The Azure Databricks Engineering team works within support to drive Azure Analytics services to the next level.
The Embedded Escalation Engineer role is part of the CSS Data and AI Support Engineering Team and works closely with the Azure Databricks Product Group.

Development Methodology:

Microsoft follows Agile methodologies for product development and support delivery.
The Embedded Escalation Engineer role involves collaborating with the product group to resolve incidents and improve services, following Agile best practices.

Company Website: Microsoft Careers

📝 Enhancement Note: Microsoft's company culture emphasizes empowerment, growth, and innovation, with a strong focus on customer experience and success. The Embedded Escalation Engineer role is well-suited to candidates who thrive in a collaborative, customer-focused environment.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an intermediate-level position within the customer support and service field, focusing on incident resolution and engineering support for Azure Analytics services.

Reporting Structure: The Embedded Escalation Engineer reports to the CSS Data and AI Support Engineering Team and works closely with the Azure Databricks Product Group.

Technical Impact: This role has a significant impact on customer experience and satisfaction by driving incident resolution and improving Azure Analytics services. It also contributes to the development and enhancement of Microsoft's support delivery teams.

Growth Opportunities:

Career Progression: With experience and strong performance, candidates may progress to senior support roles, technical lead positions, or even move into product management or engineering roles within Microsoft.
Technical Skill Development: This role offers opportunities to develop and enhance skills in Azure Analytics, Databricks, and incident resolution processes. It also provides exposure to AI and machine learning concepts.
Leadership Potential: Strong performance in this role can lead to opportunities for mentoring junior team members, driving process improvements, and contributing to team strategy and decision-making.

📝 Enhancement Note: This role offers significant growth potential, with opportunities for career progression, technical skill development, and leadership within Microsoft's customer support and service organization.

🌐 Work Environment

Office Type: Microsoft has multiple offices worldwide, with a hybrid work environment that combines on-site and remote work.

Office Location(s): Multiple locations across the United States and globally.

Workspace Context:

Collaboration: The Embedded Escalation Engineer role involves close collaboration with the Azure Databricks Product Group and other support delivery teams, requiring strong communication and teamwork skills.
Tools & Equipment: Microsoft provides the necessary tools and equipment for employees to perform their jobs effectively, including access to Azure Analytics and Databricks platforms, as well as collaboration tools such as Microsoft Teams.
Work-Life Balance: Microsoft offers flexible work arrangements, including remote work options and generous time off policies, to support work-life balance.

Work Schedule: Standard business hours, including some on-call rotations for incident resolution.

📝 Enhancement Note: Microsoft's work environment emphasizes collaboration, innovation, and work-life balance, with a focus on empowering employees to achieve their best work.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss the role, qualifications, and expectations.
Technical Assessment: A hands-on assessment or coding challenge focused on incident resolution and troubleshooting skills, as well as Azure Analytics and Databricks proficiency.
Behavioral Interview: A conversation to evaluate problem-solving skills, customer service experience, and cultural fit within Microsoft's customer support and service organization.
Final Interview: A meeting with the hiring manager or team to discuss the candidate's qualifications, career goals, and fit for the role.

Portfolio Review Tips:

Highlight incident resolution case studies and customer interactions that demonstrate strong problem-solving skills and customer service experience.
Showcase experience with Azure Analytics and Databricks, with a focus on performance optimization and troubleshooting.
Include any relevant customer feedback or testimonials that demonstrate the impact of your support efforts.

Technical Challenge Preparation:

Brush up on Azure Analytics and Databricks concepts, with a focus on incident resolution and troubleshooting.
Practice problem-solving exercises and coding challenges to demonstrate strong technical skills.
Familiarize yourself with Microsoft's customer support and service processes and best practices.

ATS Keywords: Azure, Databricks, Cloud Services, Customer Support, Incident Resolution, Engineering Support, Data, AI, SQL, Collaboration, Problem Solving, Customer Experience, Growth Mindset, Innovation, Accountability, Inclusion.

📝 Enhancement Note: The interview process for this role focuses on evaluating technical skills, problem-solving abilities, and customer service experience, with a strong emphasis on incident resolution and collaboration with the product group.

🛠 Technology Stack & Web Infrastructure

Cloud Services: Azure Analytics, Azure Databricks, Microsoft SQL Cloud

Support Tools: Microsoft Dynamics 365, Azure Service Bus, Azure Log Analytics, Azure Monitor

Collaboration Tools: Microsoft Teams, SharePoint, OneDrive, Office 365

📝 Enhancement Note: This role requires proficiency in Azure Analytics and Databricks, as well as familiarity with Microsoft's support tools and collaboration platforms. Experience with these technologies is essential for success in this role.

👥 Team Culture & Values

Customer Support Values:

Empowerment: Empower customers to achieve more through exceptional support and incident resolution.
Customer Focus: Prioritize customer needs and expectations in every interaction.
Collaboration: Work closely with the Azure Databricks Product Group and other support delivery teams to drive incident resolution and improve services.
Continuous Learning: Stay up-to-date with the latest Azure Analytics and Databricks developments, and continuously improve incident resolution processes.

Collaboration Style:

Cross-Functional Collaboration: Work closely with the Azure Databricks Product Group and other support delivery teams to drive incident resolution and improve services.
Peer-to-Peer Learning: Share knowledge and best practices with team members to enhance incident resolution skills and customer support strategies.
Customer-Centric Approach: Focus on customer needs and expectations in every interaction, driving customer satisfaction and loyalty.

📝 Enhancement Note: Microsoft's customer support and service organization emphasizes empowerment, customer focus, collaboration, and continuous learning, with a strong commitment to driving customer satisfaction and loyalty.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Resolution: Develop strong incident resolution skills and the ability to troubleshoot complex technical issues with limited information.
Cloud Services: Deepen understanding of Azure Analytics and Databricks, with a focus on performance optimization and troubleshooting.
Customer Experience: Enhance customer service skills and the ability to manage customer expectations in high-pressure situations.

Learning & Development Opportunities:

Technical Training: Participate in Microsoft's technical training programs to enhance skills in Azure Analytics, Databricks, and incident resolution processes.
Customer Service Training: Attend customer service workshops and seminars to improve communication, problem-solving, and customer management skills.
Mentorship: Seek mentorship opportunities from experienced team members to gain insights into career progression and leadership development within Microsoft's customer support and service organization.

📝 Enhancement Note: This role offers significant technical challenges and learning opportunities, with a focus on incident resolution, cloud services, and customer experience. Candidates should be prepared to embrace these challenges and seek out opportunities for continuous learning and growth.

💡 Interview Preparation

Technical Questions:

Azure Analytics & Databricks: Demonstrate proficiency in Azure Analytics and Databricks concepts, with a focus on incident resolution and troubleshooting.
Incident Resolution: Walk through complex incident resolution scenarios, explaining your approach, tools used, and outcomes achieved.
Problem Solving: Solve technical problems or case studies under time constraints, demonstrating strong problem-solving skills and the ability to think critically.

Company & Culture Questions:

Microsoft's Mission: Explain how this role contributes to Microsoft's mission of empowering every person and organization to achieve more.
Customer Experience: Describe your approach to customer service and how you've managed customer expectations in high-pressure situations.
Teamwork: Discuss your experience working in a team environment and how you've collaborated with others to drive incident resolution and improve services.

Portfolio Presentation Strategy:

Case Studies: Present incident resolution case studies that demonstrate strong problem-solving skills and customer service experience.
Customer Feedback: Include any relevant customer feedback or testimonials that showcase the impact of your support efforts.
Technical Deep Dive: Provide a detailed walkthrough of your incident resolution processes, tools used, and outcomes achieved, highlighting your technical expertise and proficiency in Azure Analytics and Databricks.

📝 Enhancement Note: The interview process for this role focuses on evaluating technical skills, problem-solving abilities, and customer service experience, with a strong emphasis on incident resolution and collaboration with the product group. Candidates should be prepared to discuss their incident resolution processes, technical support experiences, and customer interactions in detail.

📌 Application Steps

To apply for this Embedded Escalation Engineer position:

Tailor Your Resume: Highlight your incident resolution experience, technical skills in Azure Analytics and Databricks, and customer service achievements.
Prepare Your Portfolio: Showcase your incident resolution case studies, customer interactions, and technical support experiences, with a focus on problem-solving skills and customer service experience.
Research Microsoft: Familiarize yourself with Microsoft's mission, values, and customer support strategies to demonstrate your fit for the role and organization.
Practice Interview Questions: Prepare for technical and behavioral interview questions, focusing on incident resolution, Azure Analytics and Databricks, and customer service experience.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Embedded Escalation Engineer