We are looking for passionate candidates with experience deploying M365 Services for large organizations to help us redefine “online support”. This role is ideal for someone who is passionate about deploying or supporting cloud services with knowledge of usage patterns for these services.

As a Cloud Engineer for online support, you will drive the support relationship for named customers, closely monitor and respond to customer questions, representing Microsoft and M365 Engineering in these interactions. You will also be the voice of the customer and have an important connection into M365 service teams, to identify recurring issues and feature requests to drive product improvements.

If you are passionate about Cloud Services, a quick learner and enjoy helping customers, we want you!

Responsibilities

• Be responsible for the customer’s support experience with M365 working closely with engineering
• Act as an Technical Expert in Exchange Online and Security & Compliance.
• Perform as a Subject Matter Expert in Exchange Online and Security & Compliance (at least level 300-400) – to assist our Strategic Customers
• Support M365 customers via a multiple of modalities in a 24x7x365 global support delivery team.
• Ability to go technically deep across M365 services (at least level 200-300), and actively seek solutions to customer needs and communicate trends to leadership.
• Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.
• Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Device Management, Admin), to leverage in case of escalations, as well as to drive product improvements.

Qualifications

• In-depth knowledge of Exchange Online ,and Security & Compliance concepts
• Knowledge of TCP/IP networking, switches, routers, firewalls and protocols.
• Knowledge of Exchange Hybrid Deployments
• Understanding of Mail flow concepts, Mailbox migrations, Mailbox management and recovery , Client connectivity, Calendaring, EOP, EAC & PowerShell, mail hygiene, ATP, Holds, eDiscovery, Archives, Labels, Retention policies, Audit logs
• Good understanding of Office 365 Identity areas
• Knowledge of other M365 workloads is a plus
• At least 4 years of experience working with customers on Exchange Online and Exchange Hybrid
• Bachelor's degree in Information Science, Information Technology, Computer Science Engineering or Mathematics or equivalent work experience

Basic Qualifications:

• Experience analyzing, troubleshooting, and providing solutions for technical issues.
• Effective customer-facing and presentation skills
• Mature technical skills and proven support experience
• Strong problem-solving and technical leadership skills
• Works well in a global team environment

Preferred Qualifications

• Proven history of customer-obsession, including blog posts, how-to videos, etc.
• Experience analyzing, troubleshooting, and providing solutions for technical issues
• Certification in Microsoft and/or competing Cloud Technologies strongly preferred. Can include MSCE in Cloud Platform and Infrastructure, Core Infrastructure, Mobility or Productivity
• Understanding of and ability to migrate from various third-party platforms to Microsoft 365
• GSuite
• Lotus Notes
• AirWatch

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.