Support Escalation Engineer

Onedrive Support Advocate

Cognizant is one of the world’s leading professional services companies, we help our clients modernize technology, reinvent processes and transform experiences, so they can stay ahead in our constantly evolving world. Cognizant is looking to expand our team and your skills are needed. Are you interested? If so, please apply in order to be considered. We look forward to reviewing your application! The OneDrive Support Advocate serves as the final escalation point for complex sync-related issues, partnering directly with OneDrive engineering teams to resolve high-impact customer problems. This role demands deep technical expertise, strong analytical skills, and a proactive approach to cross-functional collaboration. The advocate will manage the full lifecycle of Tier 3 bugs, contribute to tooling and documentation improvements, and ensure all support activities align with Microsoft’s data governance and security standards.

Key Responsibilities:

• Sync Engineering Collaboration: Work closely with OneDrive sync engineering teams to interpret sync logs, identify root causes, and drive resolution of persistent sync issues. Leverage tools such as Scout and YODA for investigative analysis.
• Tier 3 Bug Lifecycle Management: Own the end-to-end process for Tier 3 bugs: triage, tracking, resolution, and communication. Ensure timely updates to stakeholders and maintain visibility into bug status across support queues.
• Escalated Case Resolution: Act as the final point of contact for unresolved OneDrive sync cases. Apply expert-level troubleshooting and configuration skills to resolve issues that Tier 1 and Tier 2 teams cannot address.
• Support Team Enablement: Partner with Tier 1 and Tier 2 support teams to guide troubleshooting efforts, share technical insights, and provide coaching on advanced sync scenarios.
• Documentation & Tooling Contributions: Contribute to internal documentation, tooling enhancements, and knowledge base articles to improve support efficiency and reduce case volume.
• Product Feedback & Advocacy: Participate in product feedback loops with engineering and product teams. Advocate for fixes and enhancements that improve customer experience and reduce recurring issues.
• Compliance & Security: Ensure all support activities comply with Microsoft’s data governance, privacy, and security standards. Utilize secure access protocols when handling customer PII and sensitive data.

Qualifications:

• Proven experience in technical support or escalation roles, preferably within Microsoft OneDrive or related cloud services.
• Strong understanding of sync architecture, log analysis, and diagnostic tooling (e.g., Scout, YODA).
• Excellent communication and collaboration skills across engineering and support teams.
• Familiarity with secure access protocols and data privacy standards.
• Ability to manage multiple priorities and drive resolution in high-pressure environments.

Hourly Rate and Other Compensation: The annual salary for this position is between $50,000-$58,240 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

LA County (only): Qualified applicants with arrest and/or conviction records will be considered for employment. Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.