5:11 AM
Responsibilities
• 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.
• Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.
• 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; may include support of additional product line.
• Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
• Individual and Team Readiness
• CPE & Collaboration
• Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
• Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.
• Write complex technical articles and sample programs for knowledge base.
• Partner with Managers on succession planning for Technical Leads for the business on a need basis.
• Knowledge Sharing Contribution
• Conduct regular technical triages and case reviews.
• Consult, collaborate and take escalations when necessary.
• Lead cross-technology virtual efforts with the product team to assess future needs.
• Drive the development and management of content for the team.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
• Effective Communication
• Manage customer escalations and recognize when to solicit additional help.
• Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need.
• Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
• Utilize effective verbal/written skills to communicate with customers and peers.
• Makes effective technical presentations
• Engage Product Group when technical knowledge does not exist in support organization via established RFC Processes
Mail to v-rolsod@microsoft.com
• 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.
• Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.
• 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; may include support of additional product line.
• Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
• Individual and Team Readiness
• CPE & Collaboration
• Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
• Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.
• Write complex technical articles and sample programs for knowledge base.
• Partner with Managers on succession planning for Technical Leads for the business on a need basis.
• Knowledge Sharing Contribution
• Conduct regular technical triages and case reviews.
• Consult, collaborate and take escalations when necessary.
• Lead cross-technology virtual efforts with the product team to assess future needs.
• Drive the development and management of content for the team.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
• Effective Communication
• Manage customer escalations and recognize when to solicit additional help.
• Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need.
• Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
• Utilize effective verbal/written skills to communicate with customers and peers.
• Makes effective technical presentations
• Engage Product Group when technical knowledge does not exist in support organization via established RFC Processes
Mail to v-rolsod@microsoft.com
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