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.

• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases
• Creates technical articles or knowledge base articles
• Provides best practices and education to ensure customer understands the problem
• Performs complex product troubleshooting and remediation
• Works alongside the development teams to drive incident resolution
• Analyzes patterns of problems and identifies workflows to optimize support engineering delivery
• Reviews complex issues and contacts customers to understand issue
• Ensures customers stay informed as to the status/solution of their issue
• Collaborates on cross-team and cross-product technical issues
• Implements end-to-end readiness programs
• Contributes to and/or develops automation techniques and diagnostic tools
• Provides feedback to more senior engineers or serviceability team
• Translates feedback and creates processes and workflows for case resolution
• Implements strategic business decisions with customers, partners, and teams
• Influences peers to implement strategy

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
• OR 5+ 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 are required for this role
• 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

Microsoft is committed to empowering every person and every organization on the planet to achieve more.