Overview
Technical Support Engineer (Messaging Protection-MDO) role at Microsoft. This position is part of the Customer Experience and Success (CE&S;) organization, within the Customer Service & Support (CSS) team, focused on delivering customer success and solving technical issues. The role offers versatile work from home options up to 100%. Microsoft’s mission is to empower every person and every organization to achieve more. We value respect, integrity, accountability, and inclusion.
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.
- Continuing Proficiency: You develop technical and qualified proficiency to resolve customer issues through training and readiness.
- Product/Process Improvement: You identify potential product defects, escalate appropriately, and contribute to Microsoft product improvements.
Qualifications
Required Qualifications:
- Bachelor's degree in Computer Science, IT, or related field AND 1+ years of technical support, technical consulting, or IT experience
- OR 3+ years of technical support, technical consulting, or IT 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, GCIC/GCED, GSEC, PSAC, or equivalent
- Customer Service Foundations or equivalent training/experience
- Ability to communicate effectively with customer managers and executives on technical and business issues
- 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)
- Exposure to email threat protection technologies (phishing, malware detection, spam filtering, impersonation detection) preferred
- Familiarity with Microsoft Defender for Office 365 features (Safe Links, Safe 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 phishing
Security screening: Ability to meet Microsoft, customer, and/or government security screening requirements, including Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Equal Opportunity
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, disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law. If you need assistance and/or a reasonable accommodation during the application process, read more about requesting accommodations.
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📌 Technical Support Engineer (Messaging Protection-MDO)
🏢 Microsoft
📍 Maitland