Cybersecurity Technical Solutions Specialist

hace 2 semanas


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

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:

  1. Reviewing complex issues, contacting customers to understand the issue, and ensuring they stay informed about the status/solution.
  2. Utilizing troubleshooting tools to resolve customer issues, documenting technical work, and research.
  3. Performing in-depth product troubleshooting and remediation when needed.
  4. Collaborating with cross-team and cross-product technical issues to resolve moderately complex customer issues.

Responsibilities

This role requires:

  1. Developing readiness content, mentoring new Technical Support Engineers, and developing intermediate-level competence on support topics.
  2. Providing feedback to senior engineers or the serviceability team on product functionality based on customer engagements.
  3. Identifying potential defects and escalating to senior engineers for resolution.
  4. 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:

  1. 3+ years of technical support, technical consulting experience, or information technology experience.
  2. Business-level fluency in reading, writing, and speaking English and Spanish.
  3. 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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