Job Description

Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices. Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness. Want to be part of one of the Cybersecurity groups? Scope and resolve complex issues with onboarding, deployment and configuration of products Advise and educate customers on the features and capabilities of our products Interpret and analyze log data to troubleshoot issues Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure Perform activities necessary to quickly mitigate outages and service interruptions in the customer's environment by recommending and implementing workarounds Maintain current knowledge and understanding of product roadmaps and emerging technologies Exchange online You will have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more. 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 is what this team is know for. You would be working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution. 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. 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. 5+ years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs. 2+ years Customer facing support experience. 2+ year enterprise cloud experience with any of the major cloud providers, including cloud security. Experience supporting large and complex geographically distributed enterprise environments with 1000+ users Demonstrated experience learning new technologies Strong collaborative skills and extensive cross-group coordination skills Proven customer service skills supporting external and/or internal customers in an enterprise environment Great phone presence and documentation abilities. Excellent executive communication and crisis management skills Excellent documentation skills and ability to translate complex technical processes into simple-to-follow written guides Previous experience working in a large, complex, highly matrixed global organization preferred Ability to work in a high pace environment Preferred Bachelor's degree or higher in a technical field, or relevant work experience

Skills Required