Technical Support Engineering

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 We drive cross-company alignment and execution ensuring that we consistently exceed customers expectations in every interaction whether in-product digital or human-centered CE S is responsible for all up services across the company including consulting customer success and support across Microsoft s portfolio of solutions and products Join CE S and help us accelerate AI transformation for our customers and the world 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 are powered by Microsoft s AI technology to help consumers businesses partners and more resolve their issues quickly and securely helping prevent future problems from occurring and achieving more from their Microsoft investment In the Customer Service Support CSS team we are looking for people with a passion for delivering customer success As a Senior Technical Support Engineer you will own troubleshoot and solve complex customer technical issues This opportunity will allow you to accelerate your career growth hone your problem-solving collaboration and research skills and deepen your technical proficiency This role is flexible in that you can work up to 50 from home Microsoft s mission is to empower every person and every organization on the planet to achieve more As employees we come together with a growth mindset innovate to empower others and collaborate to realize our shared goals Each day we build on our values of respect integrity and accountability to create a culture of inclusion where everyone can thrive at work and beyond Responsibilities Response and Resolution You own investigate and solve complex customer technical issues and act as an advisor to the customer collaborating within and across teams and leveraging troubleshooting tools and practices Readiness You lead in building communities with peer delivery roles and share your knowledge through readiness programs technical coaching and mentoring of others You deepen your technical and professional proficiency to enable you to resolve complex customer issues through training and readiness Product Process Improvement You engage with Microsoft Engineering Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements Qualifications Interested in Azure Cloud Security and Compliance support Want to be part of one of the Cybersecurity groups Then join the CSS Security Compliance team at Microsoft as a cybersecurity 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 Defender for Office O365 Preferred Exchange online If you already have some experience in SharePoint online and teams it would be an added advantage Your Profile and The Position As 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 will have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping advising and empowering customers to achieve more 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 is what this team is know for You would be working on challenging issues that require in depth investigation excellent communication and complete ownership to drive issues to resolution You would 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 Key Responsibilities Scope and resolve complex issues with onboarding deployment and configuration of products Advise and educate customers on the features and capabilities of our products Interpret and analyze log data to troubleshoot issues Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues Develop document and implement runbooks for training process standardization and guidance on how to troubleshoot effectively Troubleshoot issues in customer environments involving cloud server endpoint and network infrastructure Perform activities necessary to quickly mitigate outages and service interruptions in the customer s environment by recommending and implementing workarounds Maintain current knowledge and understanding of product roadmaps and emerging technologies Required Experience 7 years of experience in Exchange Online supporting email hygiene labels policies and or Audit logs 2 years Customer facing support experience 3 year Experience on Azure Active Directory administration Microsoft Purview and or Microsoft Defender for O365 2 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 users Soft Skills Demonstrated experience learning new technologies Strong collaborative skills and extensive cross-group coordination skills Proven customer service skills supporting external and or internal customers in an enterprise environment Great phone presence and documentation abilities Excellent executive communication and crisis management skills Excellent documentation skills and ability to translate complex technical processes into simple-to-follow written guides Previous experience working in a large complex highly matrixed global organization preferred Ability to work in a high pace environment Education Preferred Bachelor s degree or higher in a technical field or relevant work experience Preferred IT Industry certifications Microsoft Certifications Cisco CISSP CEH Amazon AWS etc Ability to meet Microsoft customer and or government security screening requirements are required for this role These requirements include but are not limited to the following specialized security screenings Microsoft Cloud Background Check This position will be required to pass the Microsoft Cloud Background Check upon hire transfer and every two years thereafter Microsoft is an equal opportunity employer All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex including pregnancy sexual orientation or any other characteristic protected by applicable laws regulations and ordinances We also consider qualified applicants regardless of criminal histories consistent with legal requirements If you need assistance and or a reasonable accommodation due to a disability during the application or the recruiting process please send a request via the