Technical Support Engineering (Cyber Security Incident Response)

$108,900 - $183,000/Yr

Microsoft - Irving, TX

Full-time - Mid Level

Remote - Irving, TX

10,001+ employees

Publishing Industries

About the position

The Technical Support Engineering role focuses on providing expert assistance in cybersecurity incident response, ensuring customer satisfaction through effective troubleshooting and resolution of complex technical issues. This position is part of the Customer Service & Support (CSS) organization, which aims to build trust and confidence by delivering seamless support experiences powered by AI technology. The role offers opportunities for career growth, technical proficiency, and collaboration within a dynamic team environment.

Responsibilities

• Own, investigate, and solve complex customer technical issues, acting as an advisor to the customer.
• Create technical articles or knowledge base content to enhance customer understanding and proactively resolve potential issues.
• Perform complex product troubleshooting and remediation as needed, collaborating with development teams to drive incident resolution.
• Analyze patterns of problems and identify workflows to optimize support engineering delivery.
• Lead in building communities with peer delivery roles and share knowledge through readiness programs and mentoring.
• Provide feedback to senior engineers and product groups for product improvement based on customer engagement.
• Implement strategic business decisions with customers and partners to increase market share.

Requirements

• 5+ years of technical support, technical consulting experience, or information technology experience, or a Bachelor's Degree in Computer Science, Information Technology, or related field with 3+ years of relevant experience.
• 2+ years of delivering customer-facing cybersecurity incident response.
• 2+ years of configuration management with Azure Identity or related authentication technology.
• 2+ years of configuration management with Microsoft 365.
• Ability to meet customer and/or government security screening requirements.

Nice-to-haves

• Industry standard certification for Incident Response such as SC-200, SC-300, SC-900.

Benefits

• Industry leading healthcare
• Educational resources
• Discount on products and services
• Savings and investment options
• Maternity and paternity leave
• Generous time away
• Giving program
• Opportunities to network and connect