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Microsoft · 1 day ago

Incident Response Engineer

United States

Full-time

Remote

Mid, Senior Level

$85K/yr - $170K/yr

3+ years exp

Microsoft is a leading technology company dedicated to empowering every person and organization on the planet. They are seeking a Senior Technical Support Engineer to own, troubleshoot, and solve complex customer technical issues, contributing to customer success through effective support and collaboration with engineering teams.

Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy

Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness

Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements

Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team

Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes

Translates feedback and creates processes and workflows for case resolution

Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics

Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future

Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level

Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues

Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues

Qualification

Security Incident ResponseNetwork Security AdministrationWindows Server AdministrationCloud SecurityAutomation (PowerShell/Python)Azure Identity ManagementCustomer Facing ExperienceTechnical Support ExperienceIT Industry Certifications

Required

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience

OR 5+ years of technical support, technical consulting experience, or information technology experience

OR equivalent experience

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role

This position requires verification of citizenship due to citizenship-based legal restrictions

Preferred

Minimum 3+ years Security Incident Response experience with recent operational security experience (SOC, Malware Analysis, IDS/IPS Analysis, threat analytics, windows server, and endpoint security, etc.)

Minimum 2+ years of experience in Network Security Administration, and/or Systems Administration with experience in Windows Server, Windows Client, and Active Directory Administration

Minimum 3+ years customer facing experience

Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

Cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments

Automation (PowerShell and/or Python, or a similar language, can be a beginner to intermediate level)

Experience in Azure Identity management and troubleshooting

Preferred Bachelor's degree or higher in a technical field, or relevant work experience

Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, SANS GCIH, CISSP, CEH, Amazon AWS, etc.)