OverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish.We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.This role is flexible in that you can work up to 100% 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.QualificationsMinimum requirements:5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience. 3+ year(s) prior product, customer support AND/OR technical support experience in the following:Exchange Online ProtectionExchange Message TraceAttack Simulation trainingThreat policies: Spam, Phishing, Malware, Safe Attachments & Safe Links.Email Authentication: ARC, DKIM, DMARCMessage Header AnalyzationAutomated Investigation and Response (AIR)Email remediation (Quarantine, Zero hour Purge (ZAP))Advanced HuntingThreat IntelligenceIncidents & AlertsCertifications: Microsoft Certified: Azure Fundamentals (AZ-900) and Microsoft Certified: Cybersecurity Architect Expert (SC-100)Language QualificationEnglish Language: fluent in reading, writing and speaking.Responsibilities• Team Readiness & Development – you will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps. • Case Management (Delivery Excellence) – you will perform case reviews to ensure process compliance. • Managing Collaborative Activities – mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives. • Process Improvement – you analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
