With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Embedded Escalation Engineer (EEE), you will troubleshoot and solve complex customer technical issues, lead and contribute to initiatives for product and process improvement, focusing on AI and automation. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency. This role is flexible in that you can work up to 50% from home. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. **Responsibilities** • Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices. • Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. • You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness. • Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements. • Contribute of initiatives on deflection, customer experience improvement, selfhelp, knowledge and content management, AI and automation, with security being the underlying principle. **Qualifications** Required Qualifications: • Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience o OR 5+ years of technical support, technical consulting experience, or information technology experience. o OR equivalent experience TECHNICAL SKILLS: • L300+ Intune Product Knowledge with SME Level knowledge in 2 or more areas of Intune. • Knowledge of tools (Assist 365, ASC, Kusto, Jarvis logs) • Intune Concepts: Microsoft's Enterprise Mobility + Security (EMS) offering, a mobile device management and mobile application management (MAM) platform. • Integration with other parts of the EMS, including Azure Active Directory (aka Entra ID) and Microsoft Azure Information Protection • Cloud Computing, Endpoint management solution, Microsoft Azure architecture and its components. • Understanding of Windows, Android™, Mac, iOS, and Linux operating systems. • Knowledge of Microsoft Azure PaaS and IaaS offerings • Basic understanding of Azure Platform development and deployment concepts • Passion for technology and customer supportability • Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience • Ability to work collaboratively with the product group teams to drive changes to improve stability of environments • Ability to prioritize core role responsibilities vs. other work requests received • Logical and critical thinking, Ability to deal with ambiguity under continual deadline constraints • Leadership - handle technically challenging and politically hot customer situations • Project management basics Preferred Qualifications: • Basic Debugging Concepts • Basic experience working with OSS technologies is preferred (LAMP, Node.js, Java) • OS/Virtualization: OS Internals, Hyper-V, SSH, LDAP, SMB/NFS • General Networking Concepts: VIPs, NAT, DNS , VPN, Virtual Networks, OSI model • General understanding of Web protocols/methods: TCP/IP, HTTP/s, JSON. Microsoft is not providing any visa or relocation assistance. The applicants must be legally authorized to work in Australia (Citizens or Permanent Residents) Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .