Microsoft Technical Support Engineering - Microsoft Defender 

Taiwan, Taoyuan City 

606324043

Interested in Azure Cloud Security and Compliance support? Want to be part of one of the Cybersecurity groups? Then join the CSS Security & Compliance team at Microsoft as a cybersecurity support engineer responsible for learning and supporting the cutting-edge security products! Experience in one or more of the following products would be needed:

• Microsoft Defender for Office / O365 (Preferred)
• Exchange online

Key Responsibilities

• Scope and resolve complex issues with onboarding, deployment and configuration of products
• Advise and educate customers on the features and capabilities of our products
• Interpret and analyze log data to troubleshoot issues
• Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
• Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues
• Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively
• Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure
• Perform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workarounds
• Maintain current knowledge and understanding of product roadmaps and emerging technologies

Required Experience

• 7+ years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs.
• 2+ years Customer facing support experience.
• 3+ year Experience on Azure Active Directory administration, Microsoft Purview and/or Microsoft Defender for O365.
• 2+ year enterprise cloud experience with any of the major cloud providers, including cloud security.
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

Soft Skills

• Demonstrated experience learning new technologies
• Strong collaborative skills and extensive cross-group coordination skills
• Proven customer service skills supporting external and/or internal customers in an enterprise environment
• Great phone presence and documentation abilities. Excellent executive communication and crisis management skills
• Excellent documentation skills and ability to translate complex technical processes into simple-to-follow written guides
• Previous experience working in a large, complex, highly matrixed global organization preferred
• Ability to work in a high pace environment

Education

• Preferred Bachelor’s degree or higher in a technical field, or relevant work experience
• Preferred IT Industry certifications (Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.)

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.

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.