Technical Support Engineer

Overview

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so.Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.Interested in Azure Cloud Security and Compliance support? Want to be part of one of the Cybersecurity groups? Then come join the CSS Security & Compliance team at Microsoft as a security support engineer responsible for learning and supporting the cutting-edge security products. Experience in one or more of the following products would be needed:Microsoft Purview (Security & Compliance)Microsoft Defender for Office / O365Exchange onlineIf you already have some experience in SharePoint online and teams, it would be an added advantage.Your Profile and The PositionAs a Security and Compliance support engineer, you will be an elite member of a customer facing support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security & compliance products. You have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more. You have a passion for learning new technologies, collaborating with other experts to find solutions, having complete customer obsession, continuously optimizing and improving the customer support experience, and having fun. You enjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution. You obsess over small details to make sure that each customer interaction not only drives issues to resolution, but also ensures that customers are effectively using Microsoft technologies to further the success of their business.In all interactions with our customers, you communicate effectively, have complete accountability and ownership over providing amazing results, show resourcefulness in providing timely and effective solutions, and approach every situation with empathy, care, and a focus on providing an amazing experience. When you don’t know the answer, you “swarm” with other engineers at Microsoft to come up with a solution quickly, and you aren’t afraid to ask questions and learn new things daily. You don’t let anything block you in the pursuit of a world class customer service experience for our customers.This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results. You are passionate about improving the customer support experience and the product by collaborating with software developers to recommend feature improvements.

Qualifications

Required Experience2+ years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs.2+ years Customer facing support experience.1+ year Experience on Azure Active Directory administration, Microsoft Purview and/or Microsoft Defender for O365.1+ year enterprise cloud experience with any of the major cloud providers, including cloud security.Experience supporting large and complex geographically distributed enterprise environments with 1000+ usersSoft SkillsDemonstrated experience learning new technologiesStrong collaborative skills and extensive cross-group coordination skillsProven customer service skills supporting external and/or internal customers in an enterpriseenvironmentGreat phone presence and documentation abilities. Excellent executive communication and crisismanagement skillsExcellent documentation skills and ability to translate complex technical processes into simple tofollow written guidesPrevious experience working in a large, complex, highly matrixed global organization preferredAbility to work in a high pace environmentEducationPreferred Bachelor’s degree or higher in a technical field, or relevant work experiencePreferred IT Industry certifications (Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.)

Responsibilities

Scope and resolve complex issues with onboarding, deployment and configuration of products.Advise and educate customers on the features and capabilities of our productsInterpret and analyze log data to troubleshoot issuesCommunicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the futureCollaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issuesDevelop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectivelyTroubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructurePerform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workaroundsMaintain current knowledge and understanding of product roadmaps and emerging technologiesBenefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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