Support Engineers (SE) serve as frontline technical resources for Microsoft’s 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.
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 swarming)
Identify cases that require escalation (either technically or strategically)
Act internally as a customer advocate.
Create and maintain incident management requests to product group or engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
Provide ramp activities, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and 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
Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
At least 5 + years of experience for the following (not necessary all the following) :
Experience in Microsoft Azure Security, specifically Microsoft Cloud Application Security (MCAS) & Microsoft Defender for identity (MDI)
Experience in Network Security Engineering or consulting, and / or Systems Administration with focus on security. Experience with endpoint security, server security, or threat analytics
Customer facing support experience
Experience in 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