Service Engineer Lead

TS/SCI FS poly required.

This functional role will debug and diagnose platform or service outages for individual tenants on either the Azure or Office365 services. Technical skills require outstanding customer support capabilities together with problem solving, troubleshooting, and debugging expertise.

Expected functions include:

• Diagnose and mitigate platform faults for individual tenants or users.
• Troubleshoot client-side issues/experiences for Office products where issue may be with service or protocols from Office platform.
• Draft and share root cause analysis for Customer Reported Incidents (CRIs), including on-going metrics identifying repeat drivers or trends.
• Create positive outcomes for Microsoft partners and customers in critical outage situations.
•  Analyze common faults and drive critical fixes that bring stability and/or reduce incident volume to the platform and customers.
• Identify and drive technical and procedural improvement across support.
• Identify customer dissatisfaction in real-time and handle the situation with professional and data driven conflict management including escalating to Microsoft to assist or assume ownership.
• Evaluate support needs and prepare to support new and/or updated features across the suite of services.

Qualifications:

System Engineer II skillset as defined plus:

• 6+ years of experience diagnosing/debugging faults in complex online services
• Demonstrated ability to lead teams while performing on-shift individual contributor work
• Hold active TS/SCI security clearance with a full-scope polygraph fully adjudicated by the designated agency.

Position requires a TS/SCI.