Technical Support Engineering - Microsoft Defender for Endpoint at Microsoft

San José, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

0.0

Posted On

06 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Microsoft Defender, Windows Tools, Linux Administration, Mac Administration, Customer Success, Automation Techniques, Product Improvement, Incident Resolution, Active Directory, Cloud Security, Networking, AV Solutions, EDR Solutions, Microsoft Tools

Industry

Software Development

Description

Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. 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. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency. 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. Responsibilities Business Integration: • Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy. Product/Process Improvement: • Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness. • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements. • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. • Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes. • Translates feedback and creates processes and workflows for case resolution. Response and Resolution: • Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future. • Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. • Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues. 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 o OR 5+ years of technical support, technical consulting experience, or information technology experience o OR equivalent experience • 3-year experience providing support for enterprise level premier customers with Microsoft Denfedner Anti-virus, Microsoft Defender for Endpoint (MDE) or similar experience • Understanding and troubleshooting skills of Windows tools (Sysinternal, Procmon, WPR, Event Viewer, Defender Ninja) • Ability to manage complex troubleshooting cases including escalation support management • Proficient in Linux or Mac administration including troubleshooting exposure with clients • Language Qualification: fluent in reading, writing and speaking English Other: Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. Preferred Qualifications: • Microsoft Technology Certifications such as SC-900, Comptia Security + or ICS2 CC • Competent on Windows Server, Windows Client, Active Directory or Azure Active Directory Administration • Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments • Customer facing support background, including supporting large and complex geographically distributed enterprise environments with 1000+ users • Familiarity with AV and EDR solutions • Experience with Microsoft tools like procmon and Windows Performance Analyzer This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. 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, 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 local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

As a Technical Support Engineer, you will own, troubleshoot, and solve customer technical issues while contributing to product and process improvements. You will act as an advisor to customers, handling complex cases and collaborating with engineering teams to resolve issues.