Overview
Technical Support Engineer (Messaging Protection-MDO) – Microsoft
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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S;) organization aims to empower customers to accelerate business value through differentiated experiences that leverage Microsoft products and services, driven by our people and culture. CE&S; leads cross-company alignment and execution to exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S; covers all post-sales services, including consulting, customer success, and support across Microsoft’s portfolio.
Within CE&S;, the Customer Service & Support (CSS) organization delivers a seamless support experience powered by Microsoft’s AI technology, helping customers resolve issues quickly and securely while preventing future problems and maximizing Microsoft investments. This role is flexible and can be performed up to 100% from home.
Microsoft’s mission is to empower every person and every organization to achieve more. We foster a growth mindset, innovate to empower others, and collaborate to realize shared goals, upholding values of respect, integrity, and accountability in an inclusive culture.
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.
- Technical and professional growth: You develop specific proficiency 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
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
- OR 3+ 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 partnership in safeguarding security.
Preferred Qualifications:
- Chinese proficiency
- Certifications such as CISSP, CompTIA Security+, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAB, Kepner-Tregoe or equivalent
- Customer Service Foundations (LinkedIn Learning) or other customer service training/experience
- Ability to communicate effectively 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 robust working knowledge of FP/RN, phishing, and antimalware
- 2+ years of experience with Exchange or Office 365 (Exchange Online)
- Preference for exposure to email threat protection technologies (phishing, malware detection, spam filtering, impersonation detection)
- 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
Ability to meet Microsoft, customer and/or government security screening requirements. This includes passing 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 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, sexual orientation, or any other characteristic protected by applicable local laws. If you need assistance or a reasonable accommodation during the application process, learn more about requesting accommodations.
Seniorities and Job Details
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Information Technology
- Industries: Software Development
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📌 Technical Support Engineer (Messaging Protection-MDO)
🏢 Microsoft
📍 Maitland