Technical Support Engineer

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

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.

**Responsibilities**:
Response and Resolution
- You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness
- You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement
- You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

**Qualifications**:
To be successful in this role, the following skills and experience are desired:
BS in Computer Science or Engineering or equivalent industry experience

At least 3-5 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role.

TECHNICAL SKILLS:
Strong proficiency with:
Deep technical and architectural knowledge on cloud security and Networking.

Deep technical knowledge of Azure cloud computing.

Experience with Windows and Linux based environments.

Experience with Containers and Kubernetes environments including AKS, EKS and similar.

Experience with AWS, GCP and other clouds (advantage)

Experience with Kusto (Data Explorer) Query Language

Experience with PowerShell and CLI queries and commands

Threat protection i.e., Indicator of Attack/Compromise, MiTTRE

Intermediate Skills In:
Familiarity with Malware landscape

Familiarity with Incident Response

Familiarity with CSPM (Cloud Security Posture Management) and CWPP (Cloud Workload Protection Platform) terms and tools.

Familiarity with Azure Active Directory Identity management

Some Azure troubleshooting experience

SOFT SKILLS:
Leadership - handle technically challenging and politically hot customer situations.

Excellent spoken and written English communication skills.

Logical and Critical thinking and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints.

Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.

Communication skills - The ability to work collaboratively with the Engineering teams as well as field Support Engineers.

Outstanding partnering capabilities.

Ability to drive product/service improvements in core technical focus area.

Passion for technology and customer support

Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously.

Embrace Microsoft core values of Growth Mindset, respect, integrity, accountability and inclusion.