As a Security and Compliance support engineer, you will be an elite member of a customer facing support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security & compliance products. You will have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more. You have a passion for learning new technologies, collaborating with other experts to find solutions, having complete customer obsession, continuously optimizing and improving the customer support experience, and having fun. You enjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution. You obsess over small details to make sure that each customer interaction not only drives issues to resolution, but also ensures that customers are effectively using Microsoft technologies to further the success of their business.

In all interactions with our customers, you communicate effectively, have complete accountability and ownership over providing amazing results, show resourcefulness in providing timely and effective solutions, and approach every situation with empathy, care, and a focus on providing an amazing experience. When you don’t know the answer, you “swarm” with other engineers at Microsoft to come up with a solution quickly, and you aren’t afraid to ask questions and learn new things daily. You don’t let anything block you in the pursuit of a world class customer service experience for our customers.

This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.

Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results. You are passionate about improving the customer support experience and the product by collaborating with software developers to recommend feature improvements.

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

•             2+ years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs

•             If you already have some experience on these, it would be an added advantage:

o             Microsoft Purview

o             Microsoft Defender for O365

•             2+ years Customer facing support experience.

•             1+ year Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration.

•             1+ year enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments

•             Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

•             Exchange Online Archiving

E-discovery

Litigation hold

retention policies

sensitivity label

trainable classifiers

DLP

Information barrier

Audit logs

DKIM / DMARC / SPF

Alerts

ATP

Account compromise

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.) Shift Timings: 6:30 AM – 8:30 PM (Weekends too however working would be 9 hours/day, 5 days a week)