Technical Support Engineer

3 Days ago • 1-3 Years • Cyber Security • Administrative

Job Summary

Job Description

As a Technical Support Engineer at Microsoft, you'll be a key member of a customer-facing security support team resolving complex issues with Azure Cloud and on-prem Microsoft security products. You'll provide mission-critical support to enterprise customers, advising and empowering them to achieve more. Responsibilities include investigating and solving technical issues, collaborating across teams, building communities with peers, and sharing knowledge. You will also identify product defects and escalate them for resolution, contributing to product improvements. The role demands in-depth technical expertise, excellent communication, and a commitment to providing a world-class customer experience. Experience with System Center Endpoint Protection, Azure Antimalware, Windows Defender, and Microsoft Defender for Endpoint is a plus. This hybrid role allows for up to 50% remote work.
Must have:
  • Resolve customer technical issues
  • Collaborate across teams
  • Identify and escalate product defects
  • Excellent communication skills
  • Bachelor's degree or equivalent experience
Good to have:
  • System Center Endpoint Protection
  • Azure Antimalware
  • Windows Defender
  • Microsoft Defender for Endpoint
Perks:
  • Hybrid work (up to 50% remote)

Job Details

Overview

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

 

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.


As a security support engineer, you will be an elite member of a customer facing security support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security 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.

 

Experience on below would be an added advantage:
• System Centre Endpoint Protection
• Azure Antimalware
• Windows Defender
• Microsoft Defender for EndPoint (Windows Defender Advance Threat Protection)


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.

 

Qualifications

Required Qualifications:
• 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
o OR 3+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

 

Language Qualification
English Language: fluent in reading, writing and speaking.

 


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.

 

Responsibilities

• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

 

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