Technical Support Engineering - Purview Compliance

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

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 by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 100% from home.

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: 

• • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. 

• • Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.  

• • Performs in-depth product troubleshooting and remediation when needed. 

• • Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. 

Readiness: 

• • Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics. 

Product/Process Improvement: 

• • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. •Provides feedback to the product group for product improvement. 

• • Identifies potential defects and escalates to more senior engineers to resolve. 

• • Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. 

• • Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. 

• • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.  

Other: 

• • Embody our culture and values 

Qualifications

Required Qualifications:
• 3+ years technical support, technical consulting experience, or information technology experience 
o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical  support, technical consulting experience, or information technology experience. 

• Prior exposure to Exchange or Office 365 (Exchange Online and Security & Compliance)

• Knowledge of Enterprise Messaging Administrative concepts and Security & Compliance (eDiscovery, Auditing, (DLP) Data Loss Prevention, Secure Labels, Advance Treat Protection, etc.)

•Proficiency with technical support with internal and enterprise level clients at a high level support

• Background within the cybersecurity field (End Point, cloud solutions, regulations and compliance)

• Language requirement: fluent in reading, writing and speaking English.

Other:

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.

Preferred Qualifications:

• Familiarity with security compliance protocols

• Experience and understanding with EndPoint Security tool

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

#CES #CSS #SCIM