Job Description :
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Interested in security and incident response Then come join the CSS Security team at Microsoft as asecurity support engineer responsible forhelping customers investigate security incidents in their environment.Your Profile and The Position
As asecurity supportengineer, you will be an elite member ofa customer facing securitysupport team leading incident response investigations for Microsoft's enterprise customers.Youhave experience inanalyzing, triaging, scoping, containing, providing guidance for remediation, and determiningtheroot cause of security incidents.Youarefamiliar with collecting and analyzing security incident related data to identify indicators of attack and compromise.
Youhave a 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.Youenjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution.Youobsessover 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.
Inallinteractions withourcustomers, youcommunicate effectively,have complete accountability and ownershipoverproviding amazingresults,show resourcefulnessin providingtimely and effective solutions, andapproach every situation with empathy, care, and a focus on providing an amazing experience.When you don'tknowthe answer, you 'swarm' with other engineers at Microsoft to come up witha solution quickly, and you aren't afraid to ask questions and learn new thingsdaily.You don't letanything block you in the pursuit ofa world class customer service experience for our customers.
This position requires extensive cross-group coordination, collaboration,and excellent oral and written communication skills. Attention to detail and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. Youwork well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.
Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly andconcisely andbuild broad relationships with influencers to impact key business results.Youunderstandincident response best practices and use this understanding to influence key decision makers.Key Responsibilities
Scope customer security incidentsUnderstand and identify indicators of attack and indicators of compromise
Analyzeincident data from threat analytics toolsCommunicaterecommendations and guidance based on results of security incident analysis to the customerCoordinate a response to the security incident with other Microsoft security and consulting teamsDevelop, document, andimplement runbooks, capabilities, and techniques for IRPerformsecuritytriage and analysis onendpoint, server and network infrastructure
Collaborate with the security intelligence team by providing samples of malware from the customer's environmentPerform activities necessary for immediate containment and short-term resolution of incidentsMaintain current knowledge and understanding of the threat landscape, emerging security threats, and vulnerabilitiesInvestigateroot cause ofcomplexsecurity incidentsMaintain a high level of confidentialityflexibility to work in shifts / weekend coverages on rotation.qualificationseducation
preferredbachelor'sdegree or higher in a technical field, or relevant work experiencepreferredit industry certifications (microsoft certifications on-prem or cloud, cisco,cissp,ceh,amazon aws, etc.)required experience
8+years experiencein network security engineering or consulting, and/or systems administration with experience in windows server, windows client, and active directory administration
3+ years security incident response experience with recent operational security experience (soc, malware analysis, ids/ips analysis, threat analytics, windowsserverand endpoint security, etc.)3+ years customer facing supportexperience1+ years of cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybriddeploymentsexperience supporting large and complex geographically distributed enterprise environments with 1000+ users.preferred experience
minimum1+ years security incident response experience with recent operational security experience (soc, malware analysis, ids/ips analysis, threat analytics, windows server,and endpoint security, etc.)minimum 1+ years of cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybriddeploymentsautomation (powershell and/or python, java, or a similar language, can be a beginner to intermediate level).experience in linux and/or mac administrationsoftskills
demonstrated experience learningnewtechnologiesstrong collaborative skills and extensive cross-group coordination skillsprovencustomer serviceskills supportingexternal and/or internal customers in an enterprise environmentgreat phone presence anddocumentationabilities.excellent executive communicationand crisis managementskillsexcellent documentation skills and ability to translate complex technical processes into simple to follow written guides
previous experienceworkingin a large, complex, highly matrixed global organization preferredability to work in a high pace environment with many competing priorities and randomization
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.