IT Security Solutions Specialist

hace 3 semanas


San José, San José, Costa Rica Microsoft A tiempo completo

Microsoft is a global leader in the technology industry, employing over 18,000 employees worldwide. The Customer Experience & Success (CE&S) organization plays a crucial role in designing and implementing Microsoft's end-to-end customer experience.

In this capacity, we strive to provide a seamless support experience for our customers, building trust and confidence through swift issue resolution and prevention. Our CSS team focuses on delivering customer success by empowering individuals with the skills and knowledge needed to navigate complex challenges.

We are seeking a skilled Cybersecurity Technical Support Engineer to join our Microsoft Defender for Office team. As a key member of our team, you will own, troubleshoot, and solve customer technical issues, accelerating your career growth through problem-solving, collaboration, and research skills development.

This role offers flexibility, allowing you to work up to 100% from home. Our company values respect, integrity, and accountability, fostering a culture of inclusion where everyone can thrive at work and beyond.

Key Responsibilities:

Response and Resolution

  • Reviews complex issues and contacts customers to understand the issue, ensuring they stay informed about the status or solution.
  • Resolves customer issues through problem-solving, collaboration, and research, documenting technical work and research.
  • Performs in-depth product troubleshooting and remediation when necessary.
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups to resolve moderately complex customer issues.

Readiness

  • Assists in the implementation of end-to-end readiness programs, including mentoring, knowledge sharing, and quality assurance checks.
  • Develops readiness content and mentors new Technical Support Engineers, developing intermediate-level competence on support topics.

Product/Process Improvement

  • Provides feedback to more senior engineers or serviceability teams on product functionality based on customer engagements.
  • Identifies potential defects and escalates to more senior engineers to resolve.
  • Applies broad knowledge of automated tools used across other technologies and products, providing feedback for tool improvement.
  • Identifies process gaps and shares best practices broadly.

Estimated Salary: $85,000 - $110,000 per year

As a Cybersecurity Technical Support Engineer at Microsoft, you will have the opportunity to make a meaningful impact on our customers' experiences while growing your skills and expertise in a dynamic and supportive environment.

Requirements:

3+ years of technical support, technical consulting, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology, or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.

3+ years of experience with Exchange or Office 365, Enterprise Messaging Administrative concepts, and Security & Compliance eDiscovery, Auditing, Data Loss Prevention, Secure Labels, Advance Threat Protection, Messaging Protection, etc.

Business-level fluency to read, write, and speak English and Spanish.

Additional Requirements:

Able to meet Microsoft, customer, and/or government security screening requirements, which include specialized security clearances.



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