Support Escalation Engineer - Azure Networking

Microsoft is seeking a Support Escalation Engineer for Azure Networking to join their Customer Experience & Success (CE&S) organization. This role is part of the Customer Service & Support (CSS) team, which builds trust and confidence for customers by delivering seamless support experiences. The position involves owning, troubleshooting, and solving complex customer technical issues related to Azure networking.

Key responsibilities include:

• Providing technical support to Azure customers via phone and web
• Investigating and resolving escalated, complex technical issues
• Collaborating with global team members and product groups
• Handling service outages in coordination with data center operators and developers
• Maintaining detailed records of technical work and investigations
• Prioritizing work to handle urgent requests
• Participating in on-call rotations for emergency cases

Required qualifications:

• 3-5 years of experience in networking technologies
• Strong understanding of OSI model, TCP/IP protocols, and networking concepts
• Expertise in troubleshooting large network environments
• Familiarity with packet analysis tools like Wireshark
• Knowledge of cloud computing, virtualization, and SDN technologies
• Experience with VPN, IPsec, DHCP, DNS, HTTP(S), MPLS, BGP, Layer 2/3 protocols
• Hands-on experience with proxy and firewall technologies

The ideal candidate will have strong communication skills, logical and critical thinking abilities, and a passion for technology and customer support. This role offers opportunities for growth, learning new skills, and becoming a subject matter expert in cloud technologies.

Benefits include industry-leading healthcare, educational resources, discounts on products and services, savings and investments plans, parental leave, generous time off, and opportunities to network and connect within the company.

This position allows for up to 50% work from home and may require occasional travel (0-25%). Microsoft is committed to diversity and inclusion, and encourages applications from candidates with various backgrounds and experiences.