Sr. Technical Support Engineer (Messaging Protection-MDO)
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 Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen 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.
Locations
- Sydney, New South Wales, Australia, Sydney, New South Wales, Australia
- Sydney, New South Wales, Australia, Sydney, New South Wales, Australia
Salary
Salary not disclosed
Required Qualifications
- Chinese Proficiency (degree)
- CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification (degree)
- Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience (degree)
- Ability to effectively communicate with customer managers and executives on technical and business issues. (degree)
- Organization, time management, project management, and negotiation skills. (degree)
- 3+ years of experience providing support for enterprise level premier customers. (degree)
- Messaging Protection:• Experience or strong working knowledge of FP/RN, phishing and antimalware. • 2+ years of experience with Exchange or Office 365 (Exchange Online).• Preference will be given to candidates with exposure to email threat protection technologies such as phishing and malware detection, spam filtering, and impersonation detection. • Familiarity with Microsoft Defender for Office 365 features - including Safe Links, Safe Attachments, and quarantine policies - is considered an asset. • An understanding of mail flow, anti-spam/anti-phish policies, and the ability to interpret message headers to investigate spam or phish messages will be beneficial in this role. (degree)
Preferred Qualifications
- Chinese Proficiency (degree)
- CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification (degree)
- Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience (degree)
- Ability to effectively communicate with customer managers and executives on technical and business issues. (degree)
- Organization, time management, project management, and negotiation skills. (degree)
- 3+ years of experience providing support for enterprise level premier customers. (degree)
- Messaging Protection:• Experience or strong working knowledge of FP/RN, phishing and antimalware. • 2+ years of experience with Exchange or Office 365 (Exchange Online).• Preference will be given to candidates with exposure to email threat protection technologies such as phishing and malware detection, spam filtering, and impersonation detection. • Familiarity with Microsoft Defender for Office 365 features - including Safe Links, Safe Attachments, and quarantine policies - is considered an asset. • An understanding of mail flow, anti-spam/anti-phish policies, and the ability to interpret message headers to investigate spam or phish messages will be beneficial in this role. (degree)
Travel Requirements
Up to 50% work from home
