Technical Support Engineering - MS Defender for Office
Microsoft
Technical Support Engineering - MS Defender for Office
San Jose, San José, Costa Rica
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
This role is flexible in that you can work up to 50% 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.
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 experience on technical support roles at an enterprise level
• Proficiency in troubleshooting complex scenarios including ticket handling, and attending queries with high customer service
• 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:
• Prior exposure to cybersecurity environments or related roles
• Experience with API troubleshooting
• Background using Microsoft Defender for Office
#CES #CSS #SCIM
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: