Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization empowers customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services. CE&S drives cross-company alignment and execution to exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CSS (Customer Service & Support) builds trust and confidence by delivering a seamless support experience powered by Microsoft's AI technology to help consumers, businesses, partners, and more resolve issues quickly and securely.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
This role is flexible in that you can work up to 100% from home.
Responsibilities
* Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
* Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
* You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
* Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.
Qualifications
Minimum requirements:
* 3+ years technical support, technical consulting experience, or information technology experience 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
Required Technical Skills
* Strong understanding of Microsoft 365 Compliance workloads, including:
o Sensitivity Labels (encryption, auto-labeling, content marking)
o Retention policies & records management
o eDiscovery workflows: search, hold, review sets, export
o DLP configuration and policy troubleshooting (Exchange, SharePoint, Teams, Endpoint)
o Email Archiving flow
* Proficiency in PowerShell (e.g., Get-ComplianceSearch, New-CaseHoldPolicy, Search-UnifiedAuditLog)
* Familiarity with reading message traces, audit logs, and telemetry
* Experience supporting or using Microsoft 365 Defender, Security & Compliance Center
Nice to Have
* Hands-on experience with:
o Graph API for compliance data access
o Information Barriers, Insider Risk policies, or Communication Compliance
o Exchange Online Protection (EOP) or Defender for Office 365
* Microsoft certifications:
o SC-400: Microsoft Information Protection Administrator
o SC-200 / SC-300 or equivalent experience
This position requires flexibility in working shift based on the business needs. The working shift may vary depending on the operational demand and may include shift rotations of Monday to Friday from 9:00 AM to 6:00 PM, or Tuesday to Saturday from 7:00 AM to 4:00 PM, or Sunday to Thursday from 7:00 AM to 4:00 PM.
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. 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.
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