📍 Job Overview

Job Title: Support Escalation Engineer - Mission Critical Support for Azure Events
Company: Microsoft
Location: San José, San José, Costa Rica
Job Type: Full-Time
Category: Technical Support Engineer
Date Posted: 2025-06-27

🚀 Role Summary

📝 Enhancement Note: This role is part of Microsoft's Customer Experience and Success (CE&S) organization, focusing on empowering customers to accelerate business value through differentiated customer experiences. The Customer Service & Support (CSS) team within CE&S is responsible for delivering a seamless support experience using Microsoft's AI technology.
The Support Escalation Engineer will own, troubleshoot, and solve customer technical issues, driving customer success and leveraging AI technology to prevent future problems.

💻 Primary Responsibilities

📝 Enhancement Note: This role involves a high level of problem-solving, collaboration, and research skills, allowing the engineer to develop their technical proficiency and accelerate career growth.
💻 Troubleshoot and Resolve Customer Issues: Own and manage customer technical issues, ensuring they are resolved quickly and securely.
💻 Collaborate with Cross-Functional Teams: Work closely with other teams, such as engineering and product, to identify trends, provide feedback, and drive improvements in Microsoft's products and services.
💻 Leverage AI Technology: Utilize Microsoft's AI technology to enhance the support experience, prevent future issues, and achieve more from the customer's Microsoft investment.
💻 Maintain Documentation and Knowledge Base: Keep support resources up-to-date, ensuring accurate and relevant information is available to customers and support teams.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: Proven experience in technical support, customer success, or a related role. Familiarity with Microsoft products and services is beneficial.

Required Skills:

🛠️ Technical Support: Proven ability to troubleshoot and resolve technical issues.
🛠️ Problem Solving: Strong problem-solving skills and a customer-centric mindset.
🛠️ Collaboration: Excellent communication and teamwork skills, with the ability to work effectively with cross-functional teams.
🛠️ Research: Strong research skills, with the ability to find creative solutions to complex problems.
🛠️ Customer Success: A passion for delivering exceptional customer experiences and driving customer success.
🛠️ AI Technology: Familiarity with AI technology and its application in customer support.

Preferred Skills:

🛠️ Experience with Azure: Familiarity with Microsoft Azure and its event-driven architecture.
🛠️ Programming Skills: Proficiency in one or more programming languages, such as Python, PowerShell, or C#.
🛠️ Multi-Lingual: Fluency in multiple languages, as Microsoft serves a global customer base.

📝 Enhancement Note: This role requires a strong technical background, with a focus on problem-solving and collaboration. Experience with Microsoft products and services, as well as familiarity with AI technology, is highly desirable.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support rather than web development, a portfolio is not required. However, demonstrating problem-solving skills and customer success examples in previous roles can be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between 8,000,000 CRC (Costa Rican Colón) and 12,000,000 CRC per year, based on regional market research and industry standards for technical support roles in Costa Rica.

Benefits:

🏥 Health & Wellness: Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
💰 Retirement Savings: 401(k) matching and other retirement savings plans.
🏠 Work-Life Balance: Flexible work arrangements, including the option to work up to 50% from home.
💻 Technology & Tools: Access to the latest technology and tools to perform your job effectively.
🎓 Learning & Development: Opportunities for professional development, including training, certifications, and tuition assistance.

Working Hours: This role requires a standard full-time workweek of 40 hours, with the option to work up to 50% from home. Flexible scheduling may be available to accommodate maintenance windows and project deadlines.

🎯 Team & Company Context

🏢 Company Culture

Industry: Microsoft operates in the technology industry, with a focus on empowering every person and organization on the planet to achieve more. This role is part of the Customer Experience and Success (CE&S) organization, which is responsible for delivering exceptional customer experiences through Microsoft's products and services.

Company Size: Microsoft is a large organization with over 45,000 employees and partners worldwide. The CE&S organization alone has a significant workforce dedicated to driving customer success.

Founded: Microsoft was founded in 1975 by Bill Gates and Paul Allen. The company has since grown into a global leader in the technology industry, with a strong focus on innovation and customer success.

Team Structure:

🌐 Customer Service & Support (CSS): The CSS team is responsible for delivering a seamless support experience for Microsoft's customers. This role will work closely with other CSS teams, as well as cross-functional teams such as engineering and product.
🌐 Customer Experience and Success (CE&S): The CE&S organization is responsible for driving customer success through Microsoft's products and services. This role will collaborate with other CE&S teams to ensure customer needs are met and exceeded.

Development Methodology:

🔄 Agile: Microsoft uses Agile methodologies to drive customer success and deliver exceptional experiences. This role will work within an Agile framework, collaborating with cross-functional teams to identify trends, provide feedback, and drive improvements.
🔄 Customer-Centric: The CSS team is focused on delivering a customer-centric support experience, ensuring that customer needs are met and exceeded.

Company Website: Microsoft

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry to mid-level technical support position, focusing on driving customer success and leveraging AI technology to resolve technical issues.

Reporting Structure: This role reports directly to the CSS team manager, with a dotted line to the CE&S organization. The engineer will collaborate with cross-functional teams, such as engineering and product, to drive customer success and improve Microsoft's products and services.

Technical Impact: The Support Escalation Engineer will have a direct impact on Microsoft's customers, ensuring their technical issues are resolved quickly and securely. By leveraging AI technology, the engineer will help prevent future problems and drive customer success.

Growth Opportunities:

🌱 Technical Growth: This role offers opportunities for technical growth, allowing the engineer to develop their problem-solving, collaboration, and research skills. As the engineer gains experience, they may have the opportunity to take on more complex issues and drive improvements in Microsoft's products and services.
🌱 Leadership Development: With experience, the engineer may have the opportunity to move into a leadership role, managing a team of technical support engineers and driving customer success at a strategic level.

🌐 Work Environment

Office Type: Microsoft's San José office is a modern, collaborative workspace designed to foster innovation and creativity. The office features open-plan workspaces, collaboration areas, and state-of-the-art technology to support the team's needs.

Office Location(s): San José, San José, Costa Rica

Workspace Context:

💻 Workstation: Each engineer has access to a modern workstation, equipped with the latest technology and tools to perform their job effectively.
📞 Communication: The office features open-plan workspaces, encouraging collaboration and communication among team members.
🎮 Breakout Spaces: The office includes breakout spaces and relaxation areas, allowing engineers to take a break and recharge when needed.

Work Schedule: This role requires a standard full-time workweek of 40 hours, with the option to work up to 50% from home. Flexible scheduling may be available to accommodate maintenance windows and project deadlines.

📝 Enhancement Note: Microsoft's San José office is designed to support a collaborative and innovative work environment, with a focus on driving customer success and leveraging AI technology.

📄 Application & Technical Interview Process

Interview Process:

📝 Phone Screen: A brief phone screen to assess communication skills and cultural fit.
📝 Technical Assessment: A technical assessment to evaluate problem-solving skills and familiarity with Microsoft products and services.
📝 On-Site Interview: An on-site interview to discuss the role in more detail, meet the team, and assess cultural fit.
📝 Final Decision: A final decision will be made based on the candidate's technical skills, cultural fit, and alignment with Microsoft's values.

Portfolio Review Tips: As this role focuses on technical support rather than web development, a portfolio is not required. However, demonstrating problem-solving skills and customer success examples in previous roles can be beneficial.

Technical Challenge Preparation:

📝 Problem-Solving Scenarios: Prepare for problem-solving scenarios that mimic real-world technical support situations.
📝 AI Technology: Familiarize yourself with Microsoft's AI technology and its application in customer support.
📝 Microsoft Products & Services: Brush up on your knowledge of Microsoft's products and services, with a focus on Azure and its event-driven architecture.

ATS Keywords: (Organized by category)

🛠️ Technical Skills: Technical Support, Problem Solving, Collaboration, Research, Customer Success, AI Technology, Azure, Event-Driven Architecture, Programming Languages (Python, PowerShell, C#), Multi-Lingual
🛠️ Soft Skills: Communication, Teamwork, Customer-Centric, Agile, Customer Success, Innovation, Creativity
🛠️ Industry Terms: Customer Experience and Success (CE&S), Customer Service & Support (CSS), Microsoft, AI Technology, Azure, Event-Driven Architecture

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit. Familiarity with Microsoft's products and services, as well as AI technology, is highly desirable.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support rather than web development, a technology stack is not applicable. However, familiarity with Microsoft's products and services, as well as AI technology, is highly desirable.

👥 Team Culture & Values

Microsoft Values:

🌟 Customer Obsessed: We prioritize customer success and strive to understand and meet their needs.
🌟 One Microsoft: We work together as one team, collaborating across functions and geographies to drive customer success.
🌟 Growth Mindset: We embrace a growth mindset, continuously learning and improving to achieve more.
🌟 One Microsoft: We respect and value diversity, fostering an inclusive environment where everyone can thrive.
🌟 Results: We focus on delivering results, driving customer success and business impact.

CSS Team Values:

🌟 Customer-Centric: We prioritize customer success and strive to understand and meet their needs.
🌟 Collaborative: We work together as one team, collaborating across functions and geographies to drive customer success.
🌟 Problem-Solving: We embrace a problem-solving mindset, continuously learning and improving to achieve more.
🌟 Innovative: We value innovation and creativity, driving improvements in our products and services.

📝 Enhancement Note: Microsoft's values are deeply ingrained in the company culture, driving customer success and innovation. The CSS team values reflect the importance of customer-centricity, collaboration, problem-solving, and innovation in delivering a seamless support experience.

⚡ Challenges & Growth Opportunities

Technical Challenges:

💡 Complex Customer Issues: This role involves resolving complex customer technical issues, requiring strong problem-solving skills and a customer-centric mindset.
💡 AI Technology: Leveraging AI technology to enhance the support experience and prevent future issues requires a strong understanding of Microsoft's AI capabilities.
💡 Cross-Functional Collaboration: Working closely with other teams, such as engineering and product, to identify trends and drive improvements in Microsoft's products and services requires effective communication and collaboration skills.

Learning & Development Opportunities:

📚 Technical Training: Microsoft offers extensive training and development opportunities to help engineers build their technical skills and advance their careers.
📚 Customer Success: The CSS team provides opportunities for engineers to develop their customer success skills, driving customer satisfaction and loyalty.
📚 Leadership Development: With experience, engineers may have the opportunity to move into leadership roles, driving customer success at a strategic level.

📝 Enhancement Note: This role offers significant opportunities for technical growth and development, with a focus on driving customer success and leveraging AI technology to resolve technical issues. The CSS team provides a supportive and collaborative environment for engineers to learn and grow.

💡 Interview Preparation

Technical Questions:

📝 Problem-Solving Scenarios: Prepare for problem-solving scenarios that mimic real-world technical support situations. Focus on your ability to diagnose and resolve complex customer issues quickly and securely.
📝 AI Technology: Familiarize yourself with Microsoft's AI technology and its application in customer support. Be prepared to discuss how you would leverage AI to enhance the support experience and prevent future issues.
📝 Microsoft Products & Services: Brush up on your knowledge of Microsoft's products and services, with a focus on Azure and its event-driven architecture. Be prepared to discuss how you would use Microsoft's products and services to drive customer success.

Company & Culture Questions:

📝 Customer-Centric: Prepare to discuss your approach to customer-centric support and how you would prioritize customer success in this role.
📝 Collaboration: Be prepared to discuss your experience working with cross-functional teams and how you would collaborate with other teams, such as engineering and product, to drive customer success.
📝 Innovation: Prepare to discuss your approach to innovation and how you would drive improvements in Microsoft's products and services to enhance the customer experience.

Portfolio Presentation Strategy: As this role focuses on technical support rather than web development, a portfolio is not required. However, demonstrating problem-solving skills and customer success examples in previous roles can be beneficial.

📌 Application Steps

To apply for this Support Escalation Engineer position:

📝 Submit Your Application: Submit your application through the application link provided.
📝 Prepare for Phone Screen: Brush up on your communication skills and be prepared to discuss your experience and qualifications for the role.
📝 Research Microsoft: Familiarize yourself with Microsoft's products and services, as well as the company's values and culture.
📝 Prepare for Technical Assessment: Review your technical skills and be prepared to demonstrate your problem-solving abilities and familiarity with Microsoft's AI technology.
📝 Prepare for On-Site Interview: Research the CSS team and be prepared to discuss your approach to customer-centric support, collaboration, and innovation.

📝 Enhancement Note: This role offers significant opportunities for career growth and development, with a focus on driving customer success and leveraging AI technology to resolve technical issues. The interview process is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit. Familiarity with Microsoft's products and services, as well as AI technology, is highly desirable.

Support Escalation Engineer - Mission Critical Support for Azure Events