Hello, *Represent Microsoft and communicate with customers regarding technically complex escalated problems identified in Microsoft’s System Center 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 focus. *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. *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 Training *Maintaining high Customer Satisfaction levels. *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 our customers and engineers. *Partner with Managers on succession planning for Technical Leads for the business on a need basis. *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. *Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas. *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 the support organization For more details: HRMS Video