In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Escalation Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

As part of the Security Compliance Identity Management : Microsoft Defender for Office 365 team, you would be working on complex and critical issues while supporting customers using offerings. The role involves providing customers with reliable technical solutions and a consistently outstanding service experience. Our mission is to solve the custoer’s problem in the quickest possible way by putting them at the center of everything we do, to consistently deliver the highest levels of customer satisfaction through both direct contacts and through supporting and enabling our partners.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

This role is flexible in that you can work up to 100% from home. This position requires verification of citizenship or other protected status to meet legal requirements of the role.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

• Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements

• Hands-on experience of technical support, technical consulting experience, or information technology experience
  o OR equivalent experience.
• Managing and troubleshooting experience in Exchange Online, Messaging or MS Outlook..

• Managing and troubleshooting experience in at Microsoft Defender for Office 365.
• Knowledge in Microsoft 365 Security and Compliance features and Azure technology: (Azure Active Directory, Microsoft Defender for Cloud, DLP (Data Loss Prevention)).
• Knowledge in Security Principles (Attack/Protection Methods, Procedures and Process).
• PowerShell administration skills.

Language Qualification
Portuguese OR Spanish Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking.

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. As stated in the job posting, this position requires verification of citizenship or other protected status to meet legal requirements of the role

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.