Technical Support Engineering - Microsoft Defender Office

Position: Technical Support Engineering - Microsoft Defender for Office (Location
Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered.

CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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.

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 customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

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 customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
Readiness:
You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
Product/Process Improvement:
You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Qualifications

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.

Your Profile and The Position

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 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…