Support Engineer

Support Engineer

5-8 years
Not Specified

Job Description

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.
Your Responsibilities
. Responsible for the customer support experience with Microsoft
. Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
. Identify cases that require escalation (either technically or strategically)
. Create and maintain incident management requests to product group/engineering group
. Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
. Provide ramp activities, knowledge sharing, technical coaching and mentoring
. Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
. Lead or participate in building communities with peer delivery roles may be workload or specialty specific
Key Responsibilities
. Scope and resolve complex issues with onboarding, deployment and configuration of products
. Advise and educate customers on the features and capabilities of our products
. Interpret and analyze log data to troubleshoot issues
. Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
. Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues
. Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively
. Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure
. Perform activities necessary to quickly mitigate outages and service interruptions in the customer's environment by recommending and implementing workarounds
. Maintain current knowledge and understanding of product roadmaps and emerging technologies
. Investigate and communicate incident root cause to customers
. Participate in an on-call rotation when required
language qualification
english language: fluent in reading, writing and speaking.
. up to 5 years experience in network security engineering or consulting, and/or systems administration with focus on security. experience with endpoint security, server security, or threat analytics.
. up to 3 years customer facing support experience
. up to 3 years experience on windows server, windows client, active directory and/or azure active directory administration
. enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
. experience supporting large and complex geographically distributed enterprise environments with 1000+ users
experience in one or more of these areas desirable
. experience with linux or mac administration
. scripting and automation (powershell or python, java, or a similar language, can be a beginner to intermediate level).
interested in azure cloud security support then come join the css security team at microsoft as a security support engineer responsible for learning and supporting these cutting-edge security products:
. azure security center
. azure sentinel (asi)*
. azure security of things*
. azure storage advance threat protection*
. cosmos db advance threat protection *
your profile and the position
as a security support engineer, you will be an elite member of a customer facing security support team working on resolving complex issues with azure cloud and on-prem microsoft security products. you have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more. you have 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. you enjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution. you 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 position requires extensive cross-group coordination 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. you must be able to work 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 and concisely and build broad relationships with influencers to impact key business results. you are passionate about improving the customer support experience and the product by collaborating with software developers to recommend feature improvements.
required experience
. minimum 3-4+ years experience in window and network security engineering or consulting, and/or systems administration with focus on security (this should include experience with endpoint security, server security and threat analytics)
. minimum 3+ years end customer facing support experience
. minimum 3+ years of windows server, windows client, active directory and/or azure active directory administration
. minimum 1-2+ years of cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
preferred experience
. automation (powershell and/or python, java, or a similar language, can be a beginner to intermediate level).
soft skills
. demonstrated experience learning new technologies
. strong collaborative skills and extensive cross-group coordination skills
. proven customer service skills supporting external and/or internal customers in an enterprise environment
. great phone presence and documentation abilities. excellent executive communication and crisis management skills
. excellent documentation skills and ability to translate complex technical processes into simple to follow written guides
. previous experience working in a large, complex, highly matrixed global organization preferred
. ability to work in a high pace environment with many competing priorities and randomization
. preferred bachelor's degree or higher in a technical field, or relevant work experience
. preferred it industry certifications (microsoft certifications on-prem or cloud, cisco, cissp, ceh, amazon aws, etc.)
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.

About Microsoft

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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