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 Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen 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 complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, 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.

Qualifications Required Qualifications:

• Candidate must have hands-on working experience either in technical support, technical consulting, or information technology service support.
• Experience in Network Security Engineering or consulting, and, or Systems Administration with focus on security concepts, Defender for Cloud, and Sentinel.
• Customer facing experience.
• 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.

• Scripting and automation (PowerShell or Python, Java, or a similar language, can be a beginner to intermediate level)

• Experience with managing Microsoft Defender stack, including deployment and operations. (I'm not limiting to only Defender for Cloud as our products are increasingly integrated with Defender XDR so having knowledge on the whole stack would be very beneficial)

• Experience with Kusto Query Language (KQL)

• AZ-500

• Containers.

• Vulnerability Assessment.

• Logic Apps / Azure Functions.

Cloud Protection:

• Background/experience in security engineering (blue/red team) preferred.
• Background in system/network engineering, DevOps/SRE or software engineering, with a passion for cybersecurity.
• Good understanding of the TCP/IP stack, working in a cloud environment and (at a minimum) basic system administration in Linux and/or Windows Server environments.

Language Qualification:

English Language: fluent in reading, writing and speaking.

Cyber Defender Mindset: A Cyber Defender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.