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Jobs (Current Openings)

Support Escalation Engineer India– M365 Commerce

Experience :- 2 Year

Vacancy :- 5

Location :- Remote

Salary :- Negotiable

Job Type :- Remote


  • Good knowledge of Microsoft 365 identities and provisioning
  • Knowledge and understanding of Microsoft 365 Subscription Admin roles
  • Good understanding of Commerce mechanisms (Payments, Credits, Refunds, Invoices and Credit Cards, Volume Licensing and other purchase channels)
  • Good understanding of Microsoft’s cloud offerings
  • Some knowledge of SAP
  • 2 Years of Commerce or related Office 365 experience
  • Ability to adjust to an agile environment
  • Good collaborative and leadership skills


Job Scope and Requirements

  • Troubleshoot and provide initial triage and investigation of customer cases from frontline support. 
  • Escalate to multiple Commerce product Groups and Engineering teams as needed through approved escalation paths
  • Act as liaison between frontline support and engineering teams / Business Group.
  • Competently represent the Tier 3 team with Executive level management on high stakes escalations.
  • Participate in Teams POD model answering questions from Frontline and other Technical Support teams
  • Assist in the resolution on any support escalations, that requires Commerce Engineering
  • Educate Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.
  • Keeping up to day on all of your cases and making sure they are within SLA
  • Professional communication on owned escalations and customer ready responses
  • Ability to take ownership and drive cases/projects to completion

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