Cloud Customer Support Engineer (MD)

ASM Research

8d

About The Position

We are seeking an experienced Customer Support Engineer to join our Microsoft
operations team supporting critical government cloud environments. This role
combines advanced technical troubleshooting with deployment capability, serving
as a key technical resource for both customer-facing support and platform
operations. The ideal candidate will bring expertise in Microsoft 365
environments, incident resolution coordination, and the ability to drive
continuous improvement across support and deployment operations.

Requirements

• BS in Computer Science or other technical discipline is preferred.
• 4+ years of experience in technical support or engineering roles supporting enterprise environments
• 3+ years of hands-on experience with Microsoft 365/Office 365 platform and services
• Must maintain active TS/SCI w/FSP clearance throughout employment
• Outstanding customer service skills with experience resolving issues in a high-pressure situation
• Demonstrated experience with Azure cloud services and government cloud environments
• Experience with deployment processes, change management, and configuration management
• Experience conducting validation testing to ensure system integrity and performance
• Excellent analytical and troubleshooting skills
• Strong written and verbal communication skills
• Ability to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughout
• Proven ability to monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
• Experience with system administration support tools such as Windows/Linux
• Experience supporting a cloud-based environment
• Strong interpersonal skills
• Strong oral and written communication skills
• Experience in supporting Cloud based environment and tools such as Azure/AWS
• Experience analyzing, troubleshooting, and providing solutions for technical issues
• Ability to problem solve and collaborate with team members
• Strong organizational and multi-tasking skills
• Strong in technical communications with both technical and non-technical peers
• Able to maintain professionalism under pressure
• Strong customer focus

Nice To Haves

• Microsoft certifications (AZ-900, MS-900, or equivalent) – required to obtain one within 6 months of start
• Security certifications (CompTIA Security+ or equivalent) – required to obtain one within 6 months of start
• Experience with automation tools and scripting (PowerShell, Python, or similar)
• Experience with monitoring tools
• Able to quickly learn customer scenarios or new service scenarios
• Strong documentation skills and commitment to knowledge sharing

Responsibilities

• Diagnose and resolve technical issues across the Microsoft 365 platform
• Drive root-cause analysis for customer-reported incidents
• Execute and oversee platform component deployments, including software upgrades and configuration changes
• Deploy and validate services for multiple engineering teams
• Follow established procedures including Technical Service Guides and Knowledgebase articles while identifying opportunities for process improvement
• Conduct validation testing according to Troubleshooting Guides
• Manage and maintain workstation systems used for daily operations
• Identify opportunities for optimization and automation
• Maintain technical documentation and troubleshooting procedures in team knowledge base
• Provide detailed status updates via email and ticketing systems
• Contribute to continuous improvement initiatives
• Support root-cause analyses, ad-hoc metrics, and data discovery requests

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level