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.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Interested in security and incident response? Then come join the CSS Security team at Microsoft as a security support engineer responsible for helping customers investigate security incidents in their environment. 

Your Profile and The Position 

As a security support engineer, you will be an elite member of a customer facing security support team leading incident response investigations for Microsoft’s enterprise customers. You have experience in analyzing, triaging, scoping, containing, providing guidance for remediation, and determining the root cause of security incidents. You are familiar with collecting and analyzing security incident related data to identify indicators of attack and compromise. 

You have a passion for learning new technologies, collaborating with other experts to find solutions, having complete customer obsession, continuously optimizing and improving the customer support experience, and having fun. You enjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution. You obsess over small details to make sure that each customer interaction not only drives issues to resolution, but also ensures that customers are effectively using Microsoft technologies to further the success of their business. 

In all interactions with our customers, you communicate effectively, have complete accountability and ownership over providing amazing results, show resourcefulness in providing timely and effective solutions, and approach every situation with empathy, care, and a focus on providing an amazing experience. When you don’t know the answer, you “swarm” with other engineers at Microsoft to come up with a solution quickly, and you aren’t afraid to ask questions and learn new things daily. You don’t let anything block you in the pursuit of a world class customer service experience for our customers.  

This position requires extensive cross-group coordination, collaboration, 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 work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix. 

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. You understand incident response best practices and use this understanding to influence key decision makers. 

Responsibilities

Key Responsibilities 

Scope customer security incidents 

Understand and identify indicators of attack and indicators of compromise 

Analyze incident data from threat analytics tools 

Communicate recommendations and guidance based on results of security incident analysis to the customer 

Coordinate a response to the security incident with other Microsoft security and consulting teams 

Develop, document, and implement runbooks, capabilities, and techniques for IR 

Perform security triage and analysis on endpoint, server and network infrastructure 

Collaborate with the security intelligence team by providing samples of malware from the customer’s environment 

Perform activities necessary for immediate containment and short-term resolution of incidents 

Maintain current knowledge and understanding of the threat landscape, emerging security threats, and vulnerabilities 

Investigate root cause of complex security incidents 

Maintain a high level of confidentiality 

Qualifications

Flexibility to work in shifts / weekend coverages on rotation.  

Qualifications 

Education 

Preferred Bachelor’s degree or higher in a technical field, or relevant work experience 

Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, Cisco, CISSP, CEH, Amazon AWS, etc.) 

Required Experience 

8+ years’ experience in Network Security Engineering or consulting, and/or Systems Administration with experience in Windows Server, Windows Client, and Active Directory Administration 

1+ years Security Incident Response experience with recent operational security experience (SOC, Malware Analysis, IDS/IPS Analysis, threat analytics, windows server and endpoint security, etc.) 

3+ years customer facing support experience 

1+ years of cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments 

Experience supporting large and complex geographically distributed enterprise environments with 1000+ users. 

Preferred Experience 

Minimum 3+ years Security Incident Response experience with recent operational security experience (SOC, Malware Analysis, IDS/IPS Analysis, threat analytics, windows server, and endpoint security, etc.) 

Automation (PowerShell and/or Python, Java, or a similar language, can be a beginner to intermediate level). 

Experience in Linux and/or Mac administration 

Soft Skills 

Demonstrated experience learning new technologies 

Strong collaborative skills and extensive cross-group coordination skills 

Proven customer service skills supporting external and/or internal customers in an enterprise environment 

Great phone presence and documentation abilities. Excellent executive communication and crisis management skills 

Excellent documentation skills and ability to translate complex technical processes into simple to follow written guides 

Previous experience working in a large, complex, highly matrixed global organization preferred 

Ability to work in a high pace environment with many competing priorities and randomization 

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.

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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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 the Accommodation request form.