Technical Support Engineer - Security - Endpoint 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.

• 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
• Resolves customer issues through problem solving, collaboration, and research
• Collaborates on cross-team and cross-product technical issues
• Assists in the implementation of end-to-end readiness programs
• Develops readiness content and mentors new Technical Support Engineers
• Provides feedback to more senior engineers or serviceability team
• Identifies potential defects and escalates to more senior engineers to resolve
• Applies broad knowledge of automated tools being used across other technologies and products
• Provides feedback for tool improvement
• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions
• Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team

• 3+ years technical support, technical consulting experience, or information technology experience
• Understanding in Network Security Engineering or consulting, and, or Systems Administration with focus on security
• Previous background in one or more of the following tools: Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration
• Knowledge cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
• Proficiency in supporting large and complex geographically distributed enterprise environments with 1000+ users including customer facing support experience
• Ability to speak, write and understand fluent Portuguese and English

• Flexible work
• Hiring tips
• Discounts on products and services
• Generous time away
• Giving programs
• Industry leading healthcare
• Educational resources
• Savings and investments
• Maternity and paternity leave

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