Senior Technical Support Engineer

Microsoft • ,

4d • $86,100 - $187,400

About The Position

Within Microsoft’s Customer Experience and Success organization and Customer Service & Support team, the Senior Technical Support Engineer owns, troubleshoots, and resolves highly complex customer technical issues, with a focus on cybersecurity and security incident response. The role involves supporting enterprise customers, investigating security incidents, coordinating incident response across Microsoft teams, and helping customers contain and resolve incidents. It offers an opportunity to deepen technical proficiency, problem-solving, collaboration, and research skills while becoming a product go-to person.

The position requires customer-facing technical support and incident response expertise, including work across network, Windows Server, Windows Client, Active Directory, Entra ID, and Microsoft 365 environments. The engineer must maintain confidentiality and current knowledge of emerging threats and vulnerabilities, and participate in an on-call rotation as required. Applicants must meet Microsoft, customer, and/or government security screening requirements, including a Microsoft Cloud Background Check and verification of U.S. citizenship for work supporting government agency customers.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field and 3+ years of technical support, technical consulting, or information technology experience; or 5+ years of such experience; or equivalent experience.
• Hands-on experience in customer-facing roles; customer support experience is preferred.
• Experience in cybersecurity and Security Incident Response.
• Ability to manage complex Incident Response situations with deep technical troubleshooting and empathetic customer engagement.
• Practical experience troubleshooting Network, Windows Server, Windows Client, and Active Directory environments.
• Working knowledge of Entra ID and experience managing and troubleshooting Microsoft 365.
• Experience supporting large, complex, geographically distributed enterprise environments with 1,000+ users.
• English proficiency in reading, writing, and speaking, particularly for technical troubleshooting and customer communication.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
• U.S. citizenship, verified via a valid passport, is required due to citizenship-based legal restrictions for government agency customer support.

Nice To Haves

• Recent operational security experience in Security Incident Response, including deep investigation of indicators of attack or compromise, on-premises data and cloud log investigation, malware analysis, threat analytics, threat intelligence, or endpoint security.
• Network Security Administration and/or Systems Administration experience, including Windows Server, Windows Client, and Active Directory administration.
• Cloud investigation experience with Entra ID, Microsoft 365, and Microsoft Defender solutions.
• Experience with any Microsoft Defender solutions.
• Azure Identity management and troubleshooting experience.
• Knowledge of Kusto Query Language.
• Cloud experience with a major cloud provider, including cloud security, networking, and migration of multi-cloud or hybrid deployments.
• Beginner-to-intermediate automation experience with PowerShell, Python, Java, or a similar language.
• Preferred IT industry certifications, such as Microsoft on-premises or cloud certifications, SANS GCIH, CISSP, CEH, or Amazon AWS certifications.
• Spanish, Portuguese, or French language skills.

Responsibilities

• Scope customer security incidents.
• Understand and identify indicators of attack and indicators of compromise.
• Analyze incident data from threat analytics tools.
• Collaborate with Security and Threat Intelligence teams by providing indicators of compromise and malware samples from customer environments.
• Coordinate security incident response with other Microsoft security and consulting teams.
• Develop, document, and implement runbooks, capabilities, and techniques for Incident Response.
• Perform security triage and analysis on endpoint, server, and network infrastructure.
• Perform activities necessary for immediate containment and short-term resolution of incidents.
• Maintain current knowledge and understanding of the threat landscape, emerging security threats, and vulnerabilities.
• Investigate the root cause of complex security incidents.
• Maintain a high level of confidentiality.
• Participate in the on-call rotation as required.

Benefits

• Certain roles may be eligible for benefits and other compensation; additional benefits and pay information is available on the Microsoft careers website.

What This Job Offers

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