Sur LATAM is seeking a skilled Windows Escalation Engineer to join their growing team in Bogot Job Description The ideal candidate will possess in-depth knowledge of Windows operating systems (Windows 10 and Windows 11), including architecture, components, and internals. They should also have experience with Windows debugging tools (WinDbg, Procmon) and techniques (crash dump analysis, memory analysis, performance analysis, etc.). Proficiency in C++ and C# or other programming languages for analyzing and debugging code-related issues is also required. The selected individual will provide technical support and troubleshooting expertise for complex Windows issues escalated from front-line support teams. They will analyze and isolate complex problems into a reproduction of the issue, explain complex technical issues to non-technical people, and collaborate with customers, support engineers, and development teams to gather information, reproduce issues, and identify root causes. The successful candidate will develop and document troubleshooting guides, knowledge base articles, and best practices for resolving common and complex issues. They will also contribute to product improvement by providing feedback to development teams based on customer insights and troubleshooting experiences. Requirements: - 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.). - Proficiency in C++ and C# or other programming languages 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. - Fluent in English. 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.