**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. **Responsibilities** Support Operations • 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 Product Supportability • 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 **Qualifications** • 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 Preferrred Qualifications: • 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 Security Operations Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. (https://careers.microsoft.com/v2/global/en/accessibility.html)