Job Title

As a security support engineer, you will be an elite member of a customer facing security support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security products. You have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more. You have a 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. You enjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution. You 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 produce 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 work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results. You are passionate about improving the customer support experience and the product by collaborating with software developers to recommend feature improvements.Key Responsibilities:Scope and resolve complex issues with onboarding, deployment, and configuration of productsAdvise and educate customers on the features and capabilities of our productsInterpret and analyze log data to troubleshoot issuesCommunicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the futureCollaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issuesDevelop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectivelyTroubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructurePerform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workaroundsMaintain current knowledge and understanding of product roadmaps and emerging technologiesTechnical QualificationsAt least L100 level in any of the 2 Security Technologies listed below:- Microsoft Defender for Endpoint: - Onboarding and configuration knowledge - EDR capabilities - Windows 10 Security Stack, including NextGen AV and ASR - Basic Mac/Linux knowledge - Microsoft Defender for Identity: - On-Prem AD configuration knowledge - General operating system performance knowledge - Awareness of general authentication related alert types - Knowledge of Active Directory related protocols - Microsoft Defender for Cloud Apps: - Configuration of the Shadow IT/Discovery methods - Configuration or knowledge of Conditional Access App Control - Configuration or knowledge with Connected Apps (API) - Microsoft 365 Defender - Understanding of how all Microsoft Security technologies are correlated together and the “bigger picture” of the security products. - Knowledge of how Alerts are correlated with Incidents - Understanding of Secure Score and how to leverage it in an Enterprise environment.Required Experience2+ years of experience in Network Security Engineering or consulting, and/or Systems Administration.2+ years Customer facing support experience.1+ year Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration.1+ year enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deploymentsExperience supporting large and complex geographically distributed enterprise environmentsSoft SkillsDemonstrated experience learning new technologiesStrong collaborative skills and extensive cross-group coordination skillsProven customer service skills supporting external and/or internal customers in an enterprise environmentGreat phone presence and documentation abilities. Excellent executive communication and crisisManagement skillsExcellent documentation skills and ability to translate complex technical processes into simple tofollow written guidesPrevious experience working in a large, complex, highly matrixed global organization preferredAbility to work in a high pace environmentEducationPreferred Bachelor’s degree or higher in a technical field, or relevant work experienceWould be good if candidate worked in any of the below two technologies:Microsoft Defender for Identity.Microsoft Defender for Endpoint.Microsoft Defender for Cloud Apps.Microsoft 365 Defender.