Job Description

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Microsoft 365 Defender is experiencing explosive growth and innovation protecting people, services, and devices around the world. Our vision of 'security for all' includes solutions that go beyond managing endpoints to secure the cloud, identities, and services of a customer's security strategy, including solutions outside of the Microsoft Security portfolio.

The Support organization for Microsoft 365 Defender is a crucial part of the success of the business. The organization is responsible for the entire support story of the business. The organization provides technical escalation level support for our customer and builds the support guides and tools for Microsoft support engineers, identify gaps in the product that need to be improved and drive a better quality for the product. In addition, the support organization provides direct support for our VIP level customers

Your Responsibilities

• Responsible for the full end-to-end support experience of your customers with Defender products
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across engineering and support teams
• Monitor the health of your customers via Defender customer monitoring capabilities
• Escalate of management when your customer needs immediate support with is not replied to in the regular business support process
• Help to drive customer related design change request

• Drive analysis of the customer support issues in your area of responsibility

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 for our business. The successful candidate will have an understanding of the competitive landscape and use this understanding to influence key decision makers in both Support and the Engineering Groups.

This position requires extensive high technical skills, 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.

To be successful in this role, the following skills and experience is desired:

• BS in Computer Science or Engineering or equivalent industry experience
• At least 8-10 years of Technical Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role

Technical Skills:

Strong Proficiency With:

• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
• Deep understanding of Windows Internals
• Linux and macOS troubleshooting
• Networking: Understanding of networking concepts such as DNS, DHCP, SMB, NLB and TCP/IP protocols and ability to analyzing network traces
• Windows scripting and PowerShell
• Tools: Sysinternals Suite, Perfmon, xPerf, WinDBG
• Cloud based architecture

Familiarity with:

• Malware landscape
• Incident Response
• Management technologies (SCCM, Intune)
• Some Experience Preferred with Azure trouble-shooting tool: ACS, Kusto, COSMOS, etc.

Soft Skills:

• Leadership - handling technically challenging and politically hot customer situations
• Excellent spoken and written English communication skills
• Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment
• Outstanding partnering capabilities
• Ability to drive product/service improvements in core technical focus area
• Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints
• Passion for technology and customer support
• Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously

Language Qualification:

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

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. 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 .

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

An 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.

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