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Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Microsoft Defender for Endpoint is experiencing explosive growth and innovation protecting people, services, and devices around the world. Our vision of ‘security for all’ includes solutions that go beyond managing endpoints to secure the cloud, identities, and services of a customer’s security strategy, including solutions outside of the Microsoft Security portfolio.  

The CARE organization for Microsoft 365 Defender is a crucial part of the success of the business. The organization is responsible for the support experience story of the business. The organization provides technical escalation level support for our customers as well as analysis of the support stuck, the issues the customers are experiencing with the product and the ways to reduce them or resolve them fatter and better.

Responsibilities

• Identify trends that generate support cases, review community data, and use that data to drive improvements back into the product.

• Document processes, best methodologies and technical instructions for Support Groups based off the problem management findings.

• Drive process improvements within the team and the larger organization as a whole.

• Partner with Software Engineering teams to drive improved product features and scenarios to reduce customer support cases.

• Create automated diagnostics to isolate and, ideally, remediate customer issues and to simplify the troubleshooting process of support cases

Qualifications

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 for our business. The successful candidate will have an understanding of the competitive landscape and use this understanding to influence key decision makers in both Support and the Engineering Groups.

This position requires high technical skills, data analysis skills, 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.

To be successful in this role, the following skills and experience is desired:

• BS in Computer Science or Engineering or equivalent industry experience

• At least 7years of Technical Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role

• Understanding in the security space especially in the Microsoft Defender product suite

Technical Skills:

Strong Proficiency With:

• Deep understanding data analysis tools, practices, and query languages

• Problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.

Familiarity with:

• Malware landscape

• Incident Response

• Microsoft Defender Suite (Defender for Endpoint , Defender for Cloud, Defender for Cloud App)

• Some Experience Preferred with Azure trouble-shooting tool: ACS, Kusto, COSMOS, etc.

Soft Skills:

• Leadership - handling technically challenging and politically hot customer situations

• Excellent spoken and written English communication skills

• Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment

• Outstanding partnering capabilities

• Ability to drive product/service improvements in core technical focus area

• Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints

• Passion for technology and customer support

• Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously

• An 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.

Additional Requirements:

• Ability to meet Microsoft, customer and/or government security screening requirements is required for this role.

• This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

#MSFTSECURITY

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .