Technical Support Engineering - Microsoft Defender for O365

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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Interested in Azure Cloud Security and Compliance support? Want to be part of one of the Cybersecurity groups? Then join the CSS Security & Compliance team at Microsoft as a cybersecurity support engineer responsible for learning and supporting the cutting-edge security products! Experience in one or more of the following products would be needed:
• Microsoft Defender for Office / O365 (Preferred)
• Exchange online
If you already have some experience in SharePoint online and teams, it would be an added advantage.

As a Security and Compliance support engineer, you will be an elite member of a customer facing support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security & compliance products. You will have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more. Passion for learning new technologies, collaborating with other experts to find solutions, having complete customer obsession, continuously optimizing and improving the customer support experience, and having fun is what this team is know for. You would be working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution. You would obsess over small details to make sure that each customer interaction not only drives issues to resolution but also ensures that customers are effectively using Microsoft technologies to further the success of their business.

In all interactions with our customers, you communicate effectively, have complete accountability and ownership over providing amazing results, show resourcefulness in providing timely and effective solutions, and approach every situation with empathy, care, and a focus on providing an amazing experience. When you don’t know the answer, you “swarm” with other engineers at Microsoft to come up with a solution quickly, and you aren’t afraid to ask questions and learn new things daily. You don’t let anything block you in the pursuit of a world-class customer service experience for our customers.

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.

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
o OR 5+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

Language Qualification
English Language: fluent in reading, writing and speaking.

• 3+ years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs.
• 2+ years Customer facing support experience.
• 1+ year Experience on Azure Active Directory administration, Microsoft Purview and/or Microsoft Defender for O365.
• 1+ year enterprise cloud experience with any of the major cloud providers, including cloud security.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Want to be part of one of the Cybersecurity groups? Then come join the CSS Security & Compliance team at Microsoft as a security support engineer responsible for learning and supporting the cutting-edge security products. Experience in one or more of the following products would be needed:

• Microsoft Purview (Security & Compliance)
• Microsoft Defender for Office / O365
• Exchange online

If you already have some experience in SharePoint online and teams, it would be an added advantage.

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an 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.