Overview
Sr. Technical Support Engineer (Messaging Protection-MDO) at Microsoft. Join to apply for the Sr. Technical Support Engineer (Messaging Protection-MDO) role at Microsoft. This role is part of the Customer Experience and Success (CE&S;) organization, within the Customer Service & Support (CSS) team, focused on delivering a seamless support experience using Microsoft’s AI technology. This position offers the option to work up to 100% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. We value respect, integrity, accountability, and inclusion, and we collaborate to realize shared goals.
Responsibilities
- Response and Resolution: Own, investigate, and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness: Lead or participate in building communities with peer delivery roles and, where appropriate, share knowledge.
- Develop technical and professional proficiency to resolve customer issues through training and readiness.
- Product/Process Improvement: Identify potential product defects, escalate appropriately, and contribute to Microsoft product improvements.
Qualifications
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
- OR 5+ years of technical support, technical consulting experience, or information technology experience
- OR equivalent experience
CyberDefender Mindset: A proactive, collaborative, and customer-centric approach to anticipate, prevent, and mitigate cybersecurity threats, shifting from reactive issue resolution to active safeguarding of security.
Preferred Qualifications
- Chinese Proficiency
- Certifications such as CISSP, CompTIA Security+, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent
- Customer Service Foundations or similar training/experience
- Ability to effectively communicate with customer managers and executives on technical and business issues
- Strong organization, time management, project management, and negotiation skills
- 3+ years of experience providing support for enterprise-level premier customers
- Messaging Protection: experience or strong working knowledge of FP/RN, phishing, and antimalware
- 2+ years of experience with Exchange or Office 365 (Exchange Online)
- Exposure to email threat protection technologies such as phishing and malware detection, spam filtering, and impersonation detection preferred
- Familiarity with Microsoft Defender for Office 365 features (Safe Links, Safe Attachments, quarantine policies) is an asset
- Understanding of mail flow, anti-spam/anti-phish policies, and ability to interpret message headers to investigate spam or phishing messages is beneficial
This position requires flexibility in working shifts based on business needs, which may include shift rotations (e.g., Monday–Friday, 9:00 AM–6:00 PM; Tuesday–Saturday, 7:00 AM–4:00 PM; or Sunday–Thursday, 7:00 AM–4:00 PM).
Ability to meet Microsoft, customer, and/or government security screening requirements is required, including the Microsoft Cloud Background Check at hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Qualified applicants will receive consideration 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 laws. If you need assistance and/or reasonable accommodations, read more about requesting accommodations.
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