Technical Support Engineering (Cyber Security Incident Response)

$108,900 - $183,000/Yr

Microsoft - Irving, TX

Full-time - Mid Level

Irving, TX

10,001+ employees

Publishing Industries

About the position

The Technical Support Engineering role in Cyber Security Incident Response at Microsoft focuses on delivering exceptional customer support by troubleshooting and resolving complex technical issues related to cybersecurity incidents. This position is integral to the Customer Service & Support (CSS) organization, which aims to empower customers through effective use of Microsoft products and services. The role involves collaboration with various teams, providing technical guidance, and contributing to product improvements, all while fostering a culture of inclusion and growth within the organization.

Responsibilities

• Own, investigate, and solve complex customer technical issues, acting as an advisor to the customer.
• Create technical articles or knowledge base content for better customer understanding.
• Provide best practices and education to proactively resolve potential issues for customers.
• Perform complex product troubleshooting and remediation as needed.
• Work alongside development teams to drive incident resolution for configuration, code, or service deficiencies.
• 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.
• Provide feedback to senior engineers on product functionality based on customer engagements.
• Engage with Microsoft Engineering/Supportability teams to investigate potential product defects.

Requirements

• 5+ years of technical support, technical consulting, or information technology experience OR a Bachelor's Degree in Computer Science, IT, or related field AND 3+ years of relevant experience.
• 2+ years delivering customer-facing cybersecurity incident response.
• 2+ years of configuration management with Microsoft Azure Identity or related authentication technology.
• 2+ years of configuration management with Microsoft 365.

Nice-to-haves

• Industry standard certifications for Incident Response.
• Microsoft Certifications: SC-200, SC-300, SC-900.

Benefits

• Competitive salary range of $83,400 - $183,000 per year based on location and experience.
• Opportunities for professional development and training.
• Access to Microsoft’s AI technology for enhanced support capabilities.