Microsoft · 18 hours ago
Security Operations Engineer-Security Operations Engineer II - Product Supportability
United States, Washington, Redmond
Full-time
Hybrid
Mid Level
$101K/yr - $199K/yr
3+ years expMicrosoft is a leading enterprise service company that focuses on securing digital technology platforms and devices. The Security Operations Engineer II will act as a Technical Subject Matter Expert, engaging with customers on complex technical issues, partnering with product engineering, and training support agents to improve product supportability.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
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
Qualification
Required
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
Preferred
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
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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2026-01-06
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