Cybersecurity Technical Support Specialist for Microsoft Defender Solutions

hace 12 horas


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

About Our Organization

At Microsoft, we're dedicated to empowering every person and organization on the planet to achieve more. We're a global company with over 18,000 employees worldwide, working together to create innovative solutions that transform the way people live and work.

Our Customer Service & Support Team

We're part of the Customer Experience & Success (CE&S) organization, which is responsible for delivering end-to-end customer experiences that exceed our customers' expectations. Within CE&S, the Customer Service & Support (CSS) team builds trust and confidence for every person and organization through delivering seamless support experiences.

Your Role as a Cybersecurity Technical Support Engineer

We're looking for passionate individuals who can help us deliver exceptional customer success. As a Cybersecurity Technical Support Engineer - Microsoft Defender for Office, you'll own, troubleshoot, and solve customer technical issues related to Microsoft Defender for Office. This role will allow you to accelerate your career growth by honing your problem-solving, collaboration, and research skills, and developing your technical proficiency.

Key Responsibilities

  • Review complex issues, contact customers to understand the issue, and ensure they stay informed about the status/solution.
  • Utilize troubleshooting tools to resolve customer issues and document technical work and research.
  • Collaborate with cross-team and cross-product resources to resolve moderately complex customer issues.

Readiness Programs

You'll assist in implementing end-to-end readiness programs, develop readiness content, mentor new Technical Support Engineers, and develop intermediate-level competence on support topics.

Product/Process Improvement

  • Provide feedback to senior engineers or serviceability teams on product functionality based on customer engagements.
  • Identify potential defects and escalate them to senior engineers for resolution.
  • Apply broad knowledge of automated tools being used across other technologies and products to provide feedback for tool improvement.

Other Responsibilities

  • Embody our culture and values.

Qualifications

  • 3+ years of technical support, technical consulting experience, or information technology experience (OR Bachelor's Degree in Computer Science, Information Technology, or related field AND 1+ year of technical support, technical consulting experience, or information technology experience).
  • 3+ years of experience with Exchange or Office 365 (Exchange Online and Security & Compliance), Enterprise Messaging Administrative concepts, and Security & Compliance eDiscovery, Auditing, DLP, Secure Labels, Advanced Threat Protection, Messaging Protection, etc.).
  • Business level fluency to read, write, and speak English and Spanish.


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