With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

REQUIRED QUALIFICATIONS:

• 3+ years technical support, technical consulting experience, or information technology experience o OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
• 3+ Years experience in Azure Cybersecurity Technologies, especially around End Point Protection (EP), and Infrastructure Solutions
• 2+ Years of experience working with Antivirus, EDR and XDR solutions (Defender for Endpoint and integrations with the rest of the Defender suite)
• Prior exposure to internal and external escalation management, offering a good customer experience
• Ability English Language: fluent in reading, writing and speaking.

PREFERRED QUALIFICATIONS:

• Proficient experience communicating with internal or external stakeholders
• Ability to speak fluent Portugese
• Microsoft Technologies (preferably MS SC-200 Security Operations Analyst Certification)
• Ability to analyze complex data logs and identify critical errors to provide a clear solution for each scenario