Security Operations Engineer-Security Operations Engineer II - Product Supportability

Microsoft•Redmond, WA

About The Position

Overview The Cloud & AI organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. Microsoft is one of the largest enterprise service companies in the world. TEAM OVERVIEW: Microsoft Security aspires to make the world a safer place for all. We want to reshape security and empower every user, customer, and developer with a secure cloud that protects them with end-to-end, simplified solutions. The Microsoft Security organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. As Microsoft continues to evolve its secure infrastructure and elevate customer trust, the Secure Production Access (SPA) team is seeking a Security Operations Engineer II – Product Supportability to join our Product Support and Operations team. ROLE OVERVIEW: SPA is at the forefront of enabling secure access to production environments, ensuring that Microsoft services remain resilient, compliant, and secure. In this role, you will act as a Technical Subject Matter Expert (SME) for our critical Secure Device programs, leveraging your engineering expertise to continuously improve the supportability of our products. This includes engaging with customers on complex technical issues, partnering with product engineering to resolve product gaps, and continuously training our team of support agents to provide expert-level technical support. You’ll work across engineering, operations, and customer support to ensure that every interaction with SPA tools and services is intuitive, efficient, and secure. 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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. 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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. 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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Requirements

Bachelor's Degree in Statistics, Mathematics, Computer Science, Risk Management, Cyber Security, or related field AND 3+ years’ experience in software development lifecycle, large scale computing, technical support, customer experience or site reliability engineering (enterprise experience) OR equivalent experience
2+ years’ experience in hardware, cloud, or other cybersecurity experience
2+ years’ experience in customer experience or support
2+ years’ experience in cloud environments (e.g. Azure)
1+ years’ experience troubleshooting technical issues in Windows, Azure, networking, or Identity & access management
1+ years’ experience in Incident or Livesite management
1+ years’ experience in data management and analytics (PowerBI, SQL, Kusto)
Prior experience leading or contributing to a large-scale, enterprise product or service

Nice To Haves

2+ years’ experience translating customer feedback and support insights into product enhancements or features
2+ years experience in PowerBI, SQL, Kusto
Prior experience in customer support and helpdesk management
Proven track record of customer obsession, cross-functional collaboration, and strong communication

Responsibilities

Address escalated customer incidents ensuring quick resolutions and customer satisfaction
Create and improve helpdesk Standard Operating Procedure (SOPs) and Troubleshooting Guides (TSGs) for our support agents
Drive Root Cause Analysis (RCA) and remediation plans for product or service issues
Monitor customer incidents and helpdesk performance to ensure timely resolutions and a world-class customer experience
Act as the bridge between customer experience and engineering excellence to align business, operational and technical needs across the team
Partner with Product Engineering to define and develop product improvements to address common customer pain points
Identify, drive and support opportunities for investment in automation, effort reduction, and AI to improve supportability
Act as a SME across our SPA Secure Device product portfolio, effectively communicating customer requirements to both technical and non-technical audiences

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