Dunhill Professional Search & Government Solutions · 12 hours ago
Cloud Customer Support Engineer - TS/SCI w/FSP
Atlanta, GA
Full-time
Onsite
Mid Level
$121K/yr - $130K/yr
4+ years expDunhill Professional Search & Government Solutions is seeking an experienced Customer Support Engineer to join their Microsoft operations team supporting critical government cloud environments. This role involves advanced technical troubleshooting and deployment capabilities, serving as a key technical resource for customer-facing support and platform operations.
ConsultingHuman ResourcesRecruitingStaffing Agency
No H1B
Security Clearance RequiredU.S. Citizen OnlyHiring Manager
Christopher Hanna
Responsibilities
Customer Support & Incident Management
Diagnose and resolve technical issues across the Microsoft 365 platform
Drive root-cause analysis for customer-reported incidents
Deployment & Platform Operations
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
Process Improvement & Knowledge Management
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
Qualification
Required
TS/SCI Full Scope Polygraph Security Clearance Required
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 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
Preferred
BS in Computer Science or other technical discipline is preferred
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
Company
Dunhill Professional Search & Government Solutions
Dunhill Professional Search & Government Solutions is an executive search and management recruiting firm.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase