Senior Embedded Escalation Engineer Company Hidden Technology Services Redmond, WA 2 Openings P[...]

Agility Partners is seeking an experienced Embedded Escalation Engineer to join a Fortune 15 company's Customer Service and Support team, specializing in Data and AI Support Engineering, based in the greater Seattle area. This position offers a unique opportunity to be an integral part of the Customer Service and Support team, virtually collaborating with the Cognitive Services & IoT Product Group. As an Embedded Escalation Engineer, you will engage in backend escalation support, working with AI and ML portfolios, influencing future product enhancements, and contributing to a dynamic and rapidly expanding AI space.

In this role you will:

• Lead engineering investigations to swiftly resolve support incidents, improving customer experience
• Develop tools, automate issue detection, and contribute to self-resolution capabilities for customers and support
• Identify recurring issues and drive engineering solutions, focusing on enhancing Azure support capabilities
• Contribute to product improvements by initiating impactful changes and influencing product development

Benefits and Perks

• Hybrid position in Redmond, Washington
• Ability to influence product development and enhancing the experiences of millions of users, while pioneering innovative solutions and evolving the landscape of customer experience and technical support
• Culture-focused company focused on customer-first and a growth mindset
• Great resume builder – gain experience with a Fortune 15 company
• Medical, Dental and Vision plans (PPO and HSA plans available); Individual and Family coverage offerings
• Long and short term disability coverage
• 401(k)

The Ideal Candidate

• 5+ years of experience as an Embedded Escalation Engineer
• Strong technical depth, machine learning, and open AI expertise. Excellent communication and presentation skills
• Experience in customer-facing or technical escalation support roles
• Experience in Microsoft Azure Platform, Cloud Computing, Azure OpenAI/Cognitive Services, or IoT services