Technical Support Engineer - Compliance

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, collaborating and knowledge sharing with each other and are innovative in providing solutions to enable our customers to make the most of Microsoft products. Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

As part of the Compliance (#CyberDefender) team, you would be working on complex and critical issues while supporting customers using offerings. The role involves providing customers with reliable technical solutions and a consistently outstanding service experience. Our mission is to solve the customer’s problem in the quickest possible way by putting them at the center of everything we do, to consistently deliver the highest levels of customer satisfaction through both direct contacts and through supporting and enabling our partners.

Responsibilities

Response and Resolution

• You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
  
  

Readiness

• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
  
  

Product/Process Improvement

• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
  
  

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.

Qualifications

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.

Besides that, we would also like you to have the following technical skills and knowledge:

• Managing and troubleshooting experience in at least one major M365/O365 application (Exchange Online and/or SharePoint Online)
• Knowledge and experience in some of the Microsoft 365 Security and Compliance features: (Azure Active Directory Premium, Cloud App Security, Azure Information Protection, DLP (Data Loss Prevention), Data Retention & Classification, Auditing)
• PowerShell administration skills
• Azure AD administration experience
• eDiscovery
  
  

Minimum Requirements

• 3+ years technical support, technical consulting experience, or information technology experience 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
  
  

This role is flexible in that you can work up to 100% from home.

#CyberDefender

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.