Interested in Azure Cloud Security and Compliance support? Want to be part of one of the Cybersecurity groups? Then join the CSS Security & Compliance team at Microsoft as a cybersecurity support engineer responsible for learning and supporting the cutting-edge security products! Experience in one or more of the following products would be needed:

• Microsoft Defender for Office / O365 (Preferred)
• Exchange online

If you already have some experience in SharePoint online and teams, it would be an added advantage.

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. 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. You would 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.

Key Responsibilities

• 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
• Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues
• 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

Required Experience

• 5+ years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs.
• 2+ years Customer facing support experience.
• 3+ year Experience on Azure Active Directory administration, Microsoft Purview and/or Microsoft Defen Official notification