Microsoft Hiring HPC Support Escalation Engineers – Work Up to 100% from Home
Job Overview:
At Microsoft, the Customer Service & Support (CSS) team is seeking passionate individuals who are dedicated to delivering exceptional customer success. As an HPC Support Escalation Engineer, you will take ownership of troubleshooting and resolving complex technical issues faced by customers. This is an incredible opportunity to grow your career, sharpen your problem-solving and research skills, and advance your technical expertise. In this role, you will have the chance to collaborate with diverse teams, work with cutting-edge technology, and contribute significantly to product improvement.
The CSS team within Microsoft is committed to building trust and confidence by delivering a seamless support experience. As part of this team, you will leverage Microsoft’s AI-powered tools to assist consumers, businesses, and partners in resolving technical issues quickly and securely. By preventing future problems, you will enable customers to get the most from their Microsoft products, helping them achieve their goals efficiently.
One of the attractive features of this position is its flexibility. You can work up to 100% from home, allowing you to enjoy a balanced lifestyle while making a significant impact on Microsoft’s customer support operations.
Microsoft’s overarching mission is to empower every person and every organization on the planet to achieve more. As part of the Microsoft team, you will be immersed in a culture of growth, innovation, and collaboration, where respect, integrity, and accountability are the foundational values.
Responsibilities of an HPC Support Escalation Engineer:
Response and Resolution: As an HPC Support Escalation Engineer, you will be responsible for owning, investigating, and resolving complex technical issues that customers encounter. Acting as a trusted advisor, you will collaborate with different teams to apply your troubleshooting expertise and resolve issues swiftly. You will leverage various diagnostic tools and best practices to ensure that customers receive effective solutions in a timely manner.
Readiness: In addition to resolving customer issues, you will take a leadership role in creating communities within the peer delivery roles. You will share your expertise through readiness programs, provide technical coaching, and mentor colleagues to help elevate the overall team’s proficiency. This will not only help you grow professionally but will also foster a collaborative and knowledge-sharing environment among your peers.
Product and Process Improvement: As part of your role, you will actively engage with Microsoft’s Engineering and Supportability teams. By providing detailed feedback on recurring issues, you will help identify potential product defects. You will also be involved in developing automation techniques and diagnostic tools aimed at improving Microsoft’s products. This is an essential aspect of the role as it allows you to contribute to continuous product improvement while enhancing the customer experience.
Required Qualifications:
Experience Supporting HPC in a Linux or Windows Environment: Candidates should have hands-on experience providing support for High-Performance Computing (HPC) environments, both on Linux and Windows platforms. Your expertise in managing HPC clusters and understanding their unique challenges will be critical in this role.
Preferred Qualifications:
Managing HPC Clusters (On-Premises or Cloud): A strong background in managing HPC clusters, whether on-premises or in the cloud, is highly preferred. The ability to configure, maintain, and optimize HPC environments in both settings will set you apart.
In-Depth Knowledge of Networking Protocols: You should possess a deep understanding of TCP/IP networking, including InfiniBand, which is commonly used in HPC environments for high-speed data transfer between systems.
Familiarity with HPC Schedulers: HPC schedulers are essential tools that manage the execution of jobs on an HPC cluster. Familiarity with popular schedulers such as SLURM, PBS, or Torque will be an asset.
Familiarity with MPI Libraries and Programming: Knowledge of Message Passing Interface (MPI) libraries and parallel programming techniques will be important in troubleshooting and optimizing the performance of distributed computing applications.
Understanding Hierarchical File Systems: You should have experience with hierarchical file systems used in HPC environments, as well as high-performance parallel storage systems, and caching mechanisms.
Language Qualification:
English Proficiency: As this is a global role, fluency in the English language is required. You should be able to read, write, and communicate effectively in English to collaborate with teams and interact with customers across the globe.
Security Requirements:
To be eligible for this role, candidates must meet Microsoft’s security screening requirements. This includes passing the Microsoft Cloud Background Check upon hire, as well as every two years thereafter. You may be required to undergo additional specialized security screenings based on customer or government requirements.
Why Join Microsoft’s Customer Service & Support Team?
At Microsoft, the Customer Service & Support (CSS) team is dedicated to fostering an environment where employees can thrive. The team believes in the power of innovation to empower customers, solve problems, and improve the products that users rely on. By joining the HPC Support Escalation Engineer team, you’ll be part of a mission-driven organization that is committed to excellence in customer support.
You will work alongside talented and driven professionals who share your passion for solving complex technical problems and delivering superior customer experiences. Through continuous training and development, you will gain valuable insights into the latest trends in HPC technologies and contribute to the development of groundbreaking solutions.
Microsoft’s commitment to inclusion means that everyone—regardless of background or experience—has the opportunity to contribute, learn, and grow within the organization. By embracing a growth mindset, you will constantly challenge yourself to be better and push the boundaries of innovation. Microsoft fosters an environment where collaboration is key, and your contributions will directly impact the success of the company’s products and the satisfaction of its customers.
Benefits of Working at Microsoft:
Flexibility: Work from home up to 100% of the time, enabling you to balance your professional and personal commitments.
Career Growth: Opportunities for professional development, training, and mentorship programs to help you advance in your career.
Innovative Environment: Work with cutting-edge technology and collaborate with experts across the industry.
Inclusive Culture: Microsoft is committed to creating a diverse, inclusive workplace where everyone can thrive.
Competitive Compensation: Attractive salary, benefits, and incentive packages.
Job Opportunity:
Date Posted: March 7, 2025
Job Number: 1800946
Work Site: Up to 100% work from home
Travel Requirements: 0-25%
Role Type: Individual Contributor
Profession: Technical Support
Discipline: Technical Support Engineering
Employment Type: Full-Time