Support Escalation Engineer - CSP

Escalation Ownership and Resolution Own complex, high-impact CSP and Partner Center escalations from initial assessment through mitigation, resolution, and closure. Establish a clear problem statement, business impact, scope, timeline, and technical investigation plan. Perform deep troubleshooting across Partner Center, identity and access, tenant and partner relationships, subscriptions, licensing, billing, commerce transactions, APIs, service integrations, and dependent cloud services. Analyze logs, telemetry, error patterns, service behavior, and case history to isolate root cause and identify the most effective recovery path. Develop and validate mitigations, workarounds, and recovery guidance while managing technical risk and customer impact. Maintain rigorous case documentation, including investigation findings, decisions, owners, dependencies, risks, and next steps. Lead technical collaboration across frontline support, engineering, operations, incident management, and product teams. Engage the right resources, clarify ownership, and remove blockers to accelerate resolution. Translate complex technical findings into clear, audience-appropriate updates for partners, customers, support leaders, and engineering stakeholders. Set realistic expectations, provide transparent status, and guide difficult conversations with empathy, confidence, and sound judgment. Provide technical coaching and escalation guidance to peers and frontline engineers. Participate in technical communities, readiness programs, case reviews, and knowledge-sharing initiatives. Create and improve troubleshooting guidance, knowledge articles, diagnostic playbooks, and reusable technical assets. Mentor peers and contribute to onboarding, coaching, and technical capability development. Product and Process Improvement Identify product defects, service gaps, recurring failure patterns, and supportability opportunities through case analysis and partner feedback. Work with engineering and product teams to improve diagnostics, reliability, documentation, and the end-to-end partner experience. Contribute to automation, self-help, case deflection, and operational improvements that reduce avoidable support demand. Use data and case trends to recommend durable corrective actions and measure whether improvements achieve the intended outcome. 3+ years of experience in technical support, technical consulting, cloud services, systems administration, identity management, security, or a related technical field; or a bachelor's degree in Computer Science, Information Technology, or a related field and 1+ year of relevant experience. Demonstrated experience owning complex customer or partner escalations and driving issues through cross-team resolution. Strong technical troubleshooting, analytical reasoning, and structured problem-solving skills across multiple technologies and service dependencies. Ability to interpret logs, telemetry, API behavior, and other diagnostic evidence to form and test technical hypotheses. Clear written and verbal communication skills, including the ability to explain technical issues, business impact, risk, and next steps to varied audiences. Ability to prioritize effectively, operate in ambiguity, and maintain accountability in a fast-paced support environment. Demonstrated customer focus, active listening, sound judgment, and the ability to influence positive outcomes during high-pressure situations. Fluency in English for professional reading, writing, and speaking Knowledge of authentication, authorization, role-based access control, security groups, delegated administration, and tenant or partner relationship models. Experience troubleshooting cloud commerce scenarios involving customer acquisition, subscriptions, licensing, billing, invoicing, reconciliation, renewals, or transaction failures. Experience partnering directly with engineering or product teams to investigate defects and improve service supportability. Experience creating technical documentation, leading case reviews, mentoring engineers, or contributing to support readiness.

Skills
Process Improvement, Onboarding, Documentation

Experience
3+ yrs

Employment type
onsite