With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. Reviews complex issues and contacts customers to understand issue. Resolves customer issues through problem solving, collaboration, and research. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Assists in the implementation of end-to-end readiness programs. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. This role is flexible in that you can work up to 50% from home. 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. **Responsibilities** • Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices. • Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. • You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness. • Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements. **Qualifications** Required Qualifications: • Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience • OR 3+ years of technical support, technical consulting experience, or information technology experience. • OR equivalent experience • Strong technical expertise in Microsoft Defender for Office 365, including its protection stack, threat detection and response capabilities, and integration with Microsoft 365 Defender. • Familiarity with email filtering, zero-day threat protection, URL tracing, and automated investigation and remediation workflows. Language Qualification English Language: fluent in reading, writing and speaking. Microsoft is an equal opportunity employer. Consistent with applicable law, 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 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) .