Technical Support Engineer - Cybersecurity - Cloud Protection

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture.

• Resolves customer issues through problem solving, collaboration, and research
• May take escalated issues as needed
• Documents technical work and research
• Reviews complex issues and contacts customers to understand issue
• Ensures customers stay informed as to the status/solution of their issue
• Utilizes troubleshooting tools to help resolve customer issues
• Performs in-depth product troubleshooting and remediation when needed
• Collaborates on cross-team and cross-product technical issues
• Assists in the implementation of end-to-end readiness programs
• Develops readiness content
• Mentors new Technical Support Engineers
• Develops intermediate level competence on support topics
• Identifies and provides feedback to address process gaps
• Identifies potential defects and escalates to more senior engineers
• Applies broad knowledge of automated tools
• Provides feedback to more senior engineers or serviceability team
• Participates in case triage meetings and/or case discussions

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
• OR 3+ years of technical support, technical consulting experience, or information technology experience
• English Language: confident in reading, writing, and speaking
• CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams
• Ability to meet Microsoft, customer and / or government security screening requirements
• CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
• Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
• Ability to effectively communicate with customer managers and executives on technical and business issues
• Organization, time management, project management, and negotiation skills
• 3+ years of experience providing support for enterprise level premier customers
• Background/experience in security engineering (blue/red team) preferred
• Background in system/network engineering, DevOps/SRE or software engineering, with a passion for cybersecurity
• Previous experience with / exposure to Microsoft Sentinel or the Microsoft Defender suite
• Good understanding of the TCP/IP stack, working in a cloud environment and (at a minimum) basic system administration in Linux and/or Windows Server environments

• Health insurance
• 401k matching
• Flight privileges
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

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