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Job Details

Support Escalation Engineer - Gaming

Company name
Microsoft Corporation

Charlotte, NC, United States

Employment Type

It, Customer Service

Posted on
Jan 08,2019

Valid Through
Apr 23,2019

Apply for this job


Do you like gaming and developing games? Are you passionate about bringing best-in-class support to game studios around the world? If so, now is your opportunity to join PlayFab! PlayFab is a back-end platform for building, launching, and growing cloud-connected games. PlayFab can be used by game developers across all platforms, including console, PC, and mobile; and it features game services, real-time analytics for better understanding game players, and LiveOps to host live events, run experiments, and reward game players. PlayFab aims to help game developers of all sizes with customer acquisition, engagement, retention, and ultimately monetization.

Primary responsibilities include working with a broad range of customers, from independent developers to large in-house gaming organizations, providing support for PlayFab. The position is to support customers using PlayFab. This involves using gaming development knowledge to debug the issue if it’s with gaming development tools such as Unity, Unreal and programming languages such as C#.


As a Support Escalation Engineer (SEE) with the Client Applications Team, you will work directly with enterprise developers on issues they experience with their development projects. SEE’s have the opportunity to work closely with Microsoft’s partners, including opportunities to debug some of the most successful projects in the commercial development space today. On a daily basis you will get to solve challenging application development problems using a variety of resources and tools.

Specific Duties and Responsibilities

Work directly with game developers to solve their technical issues with Microsoft’s gaming technologies

Create documentation and samples that help to address the highest priority needs

Continuously develop and maintain expertise in technologies game developers use to make their titles

Drive product improvement based on game developer feedback

Actively contribute to team results in through shared problem solving, issue triage, code reviews, and working with engineering teams

Combine a passion for game developer customers with a high bar for delivering quality results


Experience and Qualifications

3 years experience in programming and debugging in C#, C , or JavaScript

3 years in a customer support role working with clients via phone

Experience developing with operating systems technologies such as Windows, Linux, or .NET Framework

Gaming development experience

Preference for candidates who have experience with gaming development frameworks such as Unity, Unreal, Cocos2D, or anything applicable.

Preference for candidates with experience in online/web services development including AWS, Azure, PlayStation Network, Xbox Live, or Steam

Excellent written and verbal communication skills, including ability to ask clarifying questions and give detailed instructions

Excellent problem-solving skills including creativity in finding workable alternative solutions

Demonstrated effectiveness in one-on-one and one-to-many communications, solving complex issues, and overall task management

Demonstrated ability to work in a team setting, stay organized, exhibit great follow-through, and work with minimal supervision

Enjoy working at a “startup pace”, working quickly and with agility to keep up with a rapidly evolving product and market

An upbeat, positive, collaborative, and professional attitude

Communication Skills

Ability to write/speak on a technical level so targeted audience understands

Ability to read and ask probing questions to help resolve issues

Excellent reading and listening skills to understand different perspective

Collaborating with teams across regions efficiently and effectively

Must be able to meet Microsoft, customer and/or government security screening requirements. These requirements include, but are not limited to, a Microsoft Cloud Background Check. This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Company info

Microsoft Corporation
Website :

Company Profile
Microsoft Corporation develops, licenses, and supports software, services, and hardware devices. Its Windows division offers Windows operating system; Windows Services suite of applications and Web services, including and SkyDrive; Surface RT and Pro devices; and PC accessories. The company’s Server and Tools division provides server software, cloud-based services, and solutions; and training and certification to developers and information technology professionals, as well as builds standalone and software development lifecycle tools for software architects, developers, testers, and project managers. Its products include Windows Server operating systems, Windows Azure, Microsoft SQL Server, Windows Intune, Windows Embedded, Visual Studio, System Center products, Microsoft consulting services, and Premier product support services. The company’s Online Services division offers online information and content, including Bing, Bing Ads, and MSN. Its Microsoft Business division provides software and online services, such as Microsoft Office system consisting of Microsoft Office, SharePoint, Exchange, Lync, Yammer, and Microsoft Office project and office Visio; and Microsoft Dynamics business solutions, including Microsoft Dynamics ERP and Dynamics CRM, as well as Microsoft Office Web Apps and Microsoft Office 365, which are online service offerings. The company’s Entertainment and Devices division offers products and services designed to entertain and connect people. Its products include Xbox entertainment platform, including Xbox 360 gaming and entertainment console, Kinect for Xbox 360, Xbox 360 video games, and Xbox 360 accessories; Xbox LIVE; Skype; and Windows Phone. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online. It has a strategic partnership with DocuSign, Inc. and Ooyala. Microsoft Corporation was founded in 1975 and is headquartered in Redmond, Washington.