Incident Response Engineer
Job Description
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. 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.
Locations
- Multiple Locations, Multiple Locations, United States, Multiple Locations, Multiple Locations, United States (Remote)
Salary
Salary not disclosed
Required Qualifications
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. (degree)
- OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. (degree)
- Minimum 2+ years Security Incident Response experience with recent operational security experience (SOC, Malware Analysis, IDS/IPS Analysis, threat analytics, windows server, and endpoint security, etc.) (degree)
- Minimum 1+ years of experience in Network Security Administration, and/or Systems Administration with experience in Windows Server, Windows Client, and Active Directory Administration (degree)
- Minimum 1+ years customer facing experience (degree)
- Experience supporting large and complex geographically distributed enterprise environments with 1000+ usersOR equivalent experience (degree)
- OR equivalent experience (degree)
- Cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments (degree)
- Automation (PowerShell and/or Python, or a similar language, can be a beginner to intermediate level). (degree)
- Experience in Azure Identity management and troubleshooting (degree)
- Preferred Bachelor’s degree or higher in a technical field, or relevant work experience (degree)
- Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, SANS GCIH, CISSP, CEH, Amazon AWS, etc.) (degree)
Preferred Qualifications
- Cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments (degree)
- Automation (PowerShell and/or Python, or a similar language, can be a beginner to intermediate level). (degree)
- Experience in Azure Identity management and troubleshooting (degree)
- Preferred Bachelor’s degree or higher in a technical field, or relevant work experience (degree)
- Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, SANS GCIH, CISSP, CEH, Amazon AWS, etc.) (degree)
Responsibilities
- Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
- 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.
- 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.
- 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.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- 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.
- 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.
- 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.
- Embody our culture and values
Travel Requirements
0 days / week in-office - remote
