Technical Support Engineering - Security & Compliance

Key Responsibilities
• 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.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Required Experience
• 3-5 years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs, Azure Information Protection
• 3-5 years Customer facing support experience.
• 3-5 year Experience on Azure Active Directory administration, Microsoft Purview Compliance and/or Azure Information Protection
• 3+ 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
Soft Skills
· 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

Your Profile and The Position
As a Security and Compliance support engineer, you will be an elite member of a customer facing support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security & compliance products. 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. 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 come up with 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.

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.