Technical Support Engineer (Messaging Protection-MDO)
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Within the Customer Experience and Success (CE&S;) organization, the Customer Service & Support (CSS) team delivers a seamless support experience powered by Microsoft’s AI technology. This role is remote-friendly and can be performed 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.
- Technical Growth: Develop specific technical and professional proficiency to resolve customer issues through training and readiness.
- Product/Process Improvement: Identify potential product defects and escalate appropriately to contribute 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 and mitigate cybersecurity threats.
Preferred Qualifications :
- Chinese Proficiency
- Certifications: CISSP, CompTIA Security+ (or equivalent), ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAC, Kepner-Tregoe or equivalent
- Customer Service Foundations or equivalent 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 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, Secure Attachments, quarantine policies) is a plus
- Understanding of mail flow, anti-spam/anti-phish policies, and ability to interpret message headers to investigate spam or phish messages
Security and Compliance: Ability to meet Microsoft, customer and government security screening requirements (e.g., Microsoft Cloud Background Check on hire/transfer and every two years).
Microsoft is an equal opportunity employer. Qualified applicants will be considered without regard to age, ancestry, citizenship, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex, sexual orientation, or any other characteristic protected by law. If accommodations are needed during the application process, see Microsoft’s accommodations policy.
Job Details
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Information Technology
- Industries: Software Development
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Location: Adelaide, South Australia, Australia
Estimated salary: A$90,000 – A$130,000
Posted: 1 month ago
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📌 Technical Support Engineer (Messaging Protection-MDO)
🏢 Microsoft
📍 City of Stirling