Technical Support Engineer

Microsoft Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today.

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With 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.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer- Cybersecurity Incident Response you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

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.

Response and Resolution

· 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.

· Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.

· 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.

Readiness

· 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.

Product/Process 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.

· 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.

· Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.

· 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.

• 5+ years technical support, technical consulting experience, or information technology experience

o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.

Other Requirements

• This role will require access to information that is controlled for export under export control regulations, potentially under the International Traffic in Arms Regulations or the Export Administration Regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, Canadian permanent residency or other protected status for assessment of eligibility to access the export-controlled information. To meet this legal requirement, citizenship will be verified via a valid passport.
• This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports local Canadian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.
• 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 or Preferred Qualifications

• 2+ years Security Incident Response experience with recent operational security experience SOC (Security Operations Center), Malware Analysis, Incident Analysis, threat analytics, windows server, and endpoint security, etc.)
• 2+ years experience with Azure Identity or M365 clouds.

•Experience performing cloud incident response investigations and/or business email compromises.

• Automation (PowerShell and/or Python, Java, or a similar language, can be a beginner to intermediate level).
• Demonstrated experience learning new technologies.
• Good collaborative skills and extensive cross-group coordination skills.

• Be within commuting distance of Microsoft Vancouver offices.

Technical Support Engineering IC4 - The typical base pay range for this role across Canada is CAD $91,000 - CAD $168,400 per year.

Microsoft will accept applications for the role until July 4, 2024

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via theAccommodation request form

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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