Cybersecurity Technical Solutions Specialist
hace 1 mes
Role Summary
This position is part of the Microsoft Customer Experience & Success (CE&S) organization, responsible for delivering a seamless customer experience.
As a Cybersecurity Technical Support Engineer, you will own, troubleshoot and solve customer technical issues related to Microsoft Defender for Office.
This role involves:
- Reviewing complex issues, contacting customers to understand the issue, and ensuring they stay informed about the status/solution.
- Utilizing troubleshooting tools to resolve customer issues, documenting technical work, and research.
- Performing in-depth product troubleshooting and remediation when needed.
- Collaborating with cross-team and cross-product technical issues to resolve moderately complex customer issues.
Responsibilities
This role requires:
- Developing readiness content, mentoring new Technical Support Engineers, and developing intermediate-level competence on support topics.
- Providing feedback to senior engineers or the serviceability team on product functionality based on customer engagements.
- Identifying potential defects and escalating to senior engineers for resolution.
- Applying broad knowledge of automated tools, providing feedback for tool improvement, and identifying process gaps to streamline processes.
Requirements
For this role, you will need:
- 3+ years of technical support, technical consulting experience, or information technology experience.
- Business-level fluency in reading, writing, and speaking English and Spanish.
- Ability to meet Microsoft, customer, and/or government security screening requirements.
About Microsoft
At Microsoft, our mission is to empower every person and organization on the planet to achieve more.
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