Jaxon Lu
Support Escalation Engineer @Microsoft
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WORK HISTORY
Support Escalation Engineer @Microsoft
Toronto, ON, CA
Managed end-to-end technical support and incident resolution for Azure IAM, IaaS, and Security products (Entra ID, VMs, Storage, Intune, Purview, Backup, EOP), ensuring high system availability and reliability.Key Achievements: Recognized with Microsoft’s CARE Award for exemplifying Communication, Accountability, Resourcefulness, and Empathy in both technical support and cross-functional collaboration. Microsoft’s Rocket Program graduate, selected for leadership potential and customer impact in a global initiative for high-performing engineers. Gained advanced skills in cloud security, automation, and cross-functional delivery through mentorship and technical projects. Led a cross-team technical support initiative for the China cloud region, creating new engagement workflows that reduced misrouted tickets and improved collaboration between support and customer success teams. Developed engagement flows and branding strategies recognized by leadership for enhancing support integration Served as security and compliance onboarding lead for the team, ensuring delivery readiness and adherence to Microsoft’s cloud security policies.
EDUCATION
University of Toronto
Master of Engineering - MEng
University of Nottingham
Bachelor of Engineering (BEng)
Georgia Institute of Technology
Master's degree
ABOUT JAXON LU
Cloud IaaS and security specialist with 5+ years of experience resolving critical issues, driving incident response, and improving system reliability across Azure-based environments. As a Support Escalation Engineer at Microsoft, I’ve led solutions spanning Entra ID, Purview, Intune and VM/storage, empowering enterprise customers with secure, scalable infrastructure. Recognized through the Microsoft CSS award, I’m committed to bridging deep technical insight with stakeholder alignment, automation, and a drive to build systems that are resilient, compliant, and easy to support.
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