Responsibilities:

Provide technical support and troubleshooting expertise for complex Windows issues escalated from front-line support teams.
Analyze and isolate complex problems into a reproduction of the issue
Able to explain complex technical issues to non-technical people
Collaborate with customers, support engineers, and development teams to gather information, reproduce issues, and identify root causes.
Develop and document troubleshooting guides, knowledge base articles, and best practices for resolving common and complex issues.
Contribute to product improvement by providing feedback to development teams based on customer insights and troubleshooting experiences.

Qualifications:

In-depth knowledge of Windows operating systems (Windows 10 and Windows 11), including architecture, components, and internals.
Experience with Windows debugging tools (WinDbg, Procmon) and techniques (crash dump analysis, memory analysis, performance analysis, etc.).
Experience with network analysis (VPNs, proxies, etc using Wireshark/Fiddler)
Proficiency in C++ and C# for analyzing and debugging code-related issues
Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Ability to work independently and as part of a team in a fast-paced environment.

Nice to have:

Experience with Windows internals (COM, RPC, drivers).
Knowledge of networking protocols.
Scripting or automation skills (PowerShell, Python, QA) for automating tasks and improving efficiency.
Kusto/KQL knowledge for telemetry analysis

Windows Escalation Engineer