Windows Escalation Engineer

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