Escalation Engineer - Fast Track Center

Last updated 3 days ago
Location:Charlotte, North Carolina, Irving, Texas
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.

The Security Onboarding Escaltion Engineer will handle the technical aspects of onboarding customers and partners to the Microsoft cloud with a focus on Microsoft Defender Advanced Threat Protection and Office Advanced Threat Protection. This role entails providing proactive guidance and remediation assistance, and as the Onboarding Engineer you will drive the technical execution. As the Security practice grows within the FastTrack Center, this role will be responsible for mentoring and training additional resources. In addition, this resource is expected to be in the forefront of all engineering releases and assess the impact of service changes.

Responsibilities

Key business metrics & responsibilities will include:

  • Execute, manage, and lead customers & partners thru the onboarding process by providing remote guidance and following best practices
  • Utilize your demonstrated technical skills and leadership to assist with resolution of issues and removing any adoption blockers
  • Assist customers and partners with configuration of onboarding tools and processes
  • Analyze, develop, and communicate key onboarding process and technology improvement feedback for the development/engineering teams in order to enhance the entire deployment cycle
  • Develop, foster, and maintain effective working relationships with various groups within the organization including engineering, account teams, enterprise services\support, and partner teams to deliver key business metrics

Candidate Competencies:

  • Customer obsessed. Look at everything through the eyes of the customer and their need for a holistic secure solution. Quest to gather feedback obsessively and invest time and effort in the feedback to continually improve and grow customer trust.
  • Strong communication skills to effectively drive recommendations and establish priorities across various customers, partners, senior executives, and organization boundaries
  • Team player and collaborator with excellent follow up and documentation skills. Must be able to work and develop a positive relationship with customers of various size and complexity
  • Self-driven engaging individual with a proven history of demonstrated technical skills and leadership.
  • Ability to determine root cause of technical issues either on own or in a collaborative scenario. Strong problem-solving skills are necessary
  • Ability to ramp up quickly on new features and technologies around threat protection
  • Knowledge of cloud-based technologies and able to explain why cloud computing is transforming positive change across industries
  • Must be able to manage time effectively and accurately maintain a weekly schedule of customer engagements
  • Must be comfortable with ambiguity and open to change while striving for clarity to drive positive business impact
  • Above all - the desire and ability to learn is key, and more important than previous experience with a long list of technologies

Qualifications

Required:

  • 2+ years working experience in SecOps leveraging: MDATP, Windows Defender Anti Virus, Endpoint Detection and Response or Crowdstrike, McAfee, Symantec
  • Proven experience configuring mail clients (Outlook Desktop, mobile clients) and trouble-shooting connectivity
  • Windows Desktop OS experience: Windows 7, 8.1, and/or Windows 10. Working knowledge of Microsoft Office 2013 or 2016 is also recommended
  • Ability to trouble-shoot technical issues up through tier 2
  • Hands-on experience with Microsoft Intune and/or System Center Configuration Manager, Windows 10 and Microsoft Defender Advanced Threat Protection and Office Advanced Threat Protection
  • Windows Server administrative experience, including one or more of the following: Windows Server 2008, 2008 R2, 2012, 2012 R2
  • Working experience administering mobile devices on one or more of these platforms: Android, iOS, Blackberry, or Windows Mobile. Experience with one or more of these MDM platforms is preferred: AirWatch, Intune, Mobile Iron
  • Windows Desktop OS experience: Windows 7, 8.1, and/or Windows 10. Working knowledge of Microsoft Office 2013 or 2016 is also recommended

Preferred Technical Skills:

  • ADFS, IIS, SCCM, Network Firewall experience.
  • Microsoft Cloud technologies: Azure Active Directory, Office 365
  • MacOS experience
  • Security
  • Microsoft certifications: MCSA Office 365 or MCSA/MCSE in another discipline
  • Defending systems against unauthorized access
  • Performing vulnerability and penetration tests
  • Monitoring traffic for suspicious activity
  • Configuring and supporting security tools (firewalls, antivirus, and IDS/IPS software)
  • Implementing network security policies

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.