[Hiring] Senior Technical Support Engineer @Microsoft

Role Description

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 Sr Technical Support Engineer, you will own, troubleshoot, and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and further deepen your technical proficiency – becoming a product go‑to person.

Responsibilities

• Scope customer security incidents
• Understand and identify indicators of attack and indicators of compromise
• Analyse incident data from threat analytics tools
• Collaborate with the Security and Threat Intelligence teams by providing indicators of compromise and samples of malware from the customer’s environment
• Coordinate a response to the security incident with other Microsoft security and consulting teams
• Develop, document, and implement runbooks, capabilities, and techniques for Incident Response
• Perform security triage and analysis on endpoint, server and network infrastructure
• Perform activities necessary for immediate containment and short-term resolution of incidents
• Maintain current knowledge and understanding of the threat landscape, emerging security threats, and vulnerabilities
• Investigate root cause of complex security incidents
• Maintain a high level of confidentiality
• Participate in the on-call rotation as required

Qualifications

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
• Hands-on experience in customer-facing roles (Customer support experience is preferred)
• Experience in Cybersecurity and Security Incident Response
• Ability to manage complex Incident Response situations with a focus on deep technical troubleshooting and empathetic customer engagement
• Practical experience troubleshooting Network, Windows Server, Windows Client, and Active Directory environments
• Working knowledge of Entra ID and Microsoft 365 management and troubleshooting experience
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

Requirements

• Experience in Security Incident Response with recent operational security experience (Indicator of Attack / Indicator of Compromise deep investigation, On-Premises data and Cloud log investigation, Malware Analysis, Threat Analytics, Threat Intelligence, endpoint security, etc.)
• Experience in Network Security Administration, and/or Systems Administration with experience in Windows Server, Windows Client, and Active Directory Administration
• Experience in Cloud investigations with Entra ID, Microsoft 365 and Microsoft Defender solutions
• Experience with any Microsoft Defender solutions
• Experience in Azure Identity management and troubleshooting
• Kusto Query Language knowledge
• Cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
• Automation (PowerShell and/or Python, Java, or a similar language, can be a beginner to intermediate level)
• Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, SANS GCIH, CISSP, CEH, Amazon AWS, etc.)

Language Qualification

• Required: English: Confident proficiency in reading, writing, and speaking, particularly for technical troubleshooting and customer communication
• Good to Have (Not Required): Spanish, Portuguese, French

Other Requirements

• Ability to meet Microsoft, customer, and/or government security screening requirements is required for this role
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions