Member since June 19, 2017
Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills. Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely. Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Acquire & coordinate resources from other product support groups as needed to resolve complex, multi-product customer issues. Represent Microsoft professionally during occasional customer facing on-site engagements. Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions and articles, etc. Mentor new Support Engineers. Develop and deliver technical training to other engineers. Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas. Report software bugs and customer suggestions. Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability.