Microsoft Remote Job: Support Escalation Engineer

Microsoft is hiring a Support Escalation Engineer – Surface Devices based in West Bengal, India. This is a remote, full-time opportunity to join Microsoft’s elite Customer Experience & Success (CE&S) team and work on next-generation Surface devices and AI-integrated support systems.

Be a part of Microsoft’s Customer Service & Support (CSS) division and help transform customer experiences with innovative problem-solving and deep technical engagement.

Join Microsoft’s global support team—drive impact, remotely.

Job Overview

Key Responsibilities

• Lead technical issue resolution for escalated Surface device support cases.
• Drive improvements across global support operations and processes.
• Collaborate cross-functionally with engineering, product, and partner teams.
• Mentor and guide engineers in handling complex cases.
• Author and maintain technical documentation, guides, and FAQs.

Skills & Qualifications

• Fluent in Mandarin (spoken and written) – Required
• Excellent English communication (verbal and technical writing)
• Deep knowledge of Surface hardware, Windows OS, networking (TCP/IP)
• Experience with Windows networking, imaging, and device management
• Understanding of Microsoft Copilot and interest in AI solutions
• 5+ years in technical support, systems development, or IT consulting
• (Preferred) Bachelor’s in Computer Science, Electrical Engineering, or equivalent

Ideal Candidate

• Senior support engineers with experience in enterprise environments
• Multilingual professionals with experience in networking support
• Those passionate about improving global customer support strategy
• Tech enthusiasts curious about AI, Copilot, and emerging Microsoft tools