Support Escalation Engineer - Identity & Security

Last updated 11 days ago
Location:Charlotte, North Carolina, Fargo, North Dakota, Irving, Texas, Issaquah, Washington
Job Type:Full Time

Customer Experience & Success

  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision and our every action:

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
Do you envision a world of endless possibilities? A world where passionate innovators come to collaborate in order to empower every person and every organization on the planet to achieve more? We’re a glimpse ahead, reinventing the way we work, play, learn and do business. Bring your vision to ours!
We are a diverse team delivering industry-leading services across the globe. We strive to be our customers’ and partners’ trusted advisors, by helping them through our expertise to fuel some of the largest and most complex IT solutions in the world. We are constantly exposed to cutting-edge software, services and devices and are proud to shape future technologies. We grow professionally through coaching from experienced mentors and through focused career development programs reaching into a wide range of opportunities.

Responsibilities

As a Support Escalation Engineer in the CSS MW Exchange business which includes the following technologies: Office 365, Exchange, Security & Compliance and Authentication, you will be accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to full resolution, you will own and manage your cases through the most appropriate channels (phone, e-mail and any other new modern tool), and collaborate with Product Group and other support team members. Your focus is to support one or more of the above mentioned technologies in Enterprise environments including Online versions. You will participate in various training sessions, and internal technical events as they become available. You will also be given the opportunity to become a subject matter expert in one of more areas and receive guidance and mentorship from your colleagues.

Qualifications

Required Qualifications:

  • 3+ years of experience supporting large Enterprise environments
  • Experience in Exchange Server, On Premise and/or Online, O365 Cloud Identity, or O365 Security & Compliance and Authentication

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:

  • Ability to handle high pressure situations
  • Experience with Azure and Identity
  • Strong customer service, communication, problem-solving and interpersonal skills, team work, capacity to deal with difficult customers and ambiguity

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.