Technical Support Engineer

Technical Support Engineer (Messaging Protection-MDO) at Microsoft. Join to apply for the Technical Support Engineer (Messaging Protection-MDO) role at Microsoft. This role is part of the Customer Experience and Success (CE&S) organization, which aims to empower customers to accelerate business value through differentiated customer experiences leveraging Microsoft products and services.

Within CE&S, the Customer Service & Support (CSS) organization builds trust by delivering a seamless support experience. We are powered by Microsoft's AI technology to help consumers, businesses, partners, and more resolve issues quickly and securely. The Technical Support Engineer will own, troubleshoot and solve customer technical issues, with opportunities to accelerate career growth and develop technical proficiency. This role can be 100% remote from home.

• 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.
• Professional growth: 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.

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

CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.

Preferred Qualifications:

• Chinese Proficiency
• CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
• Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
• Ability to effectively communicate with customer managers and executives on technical and business issues
• Organization, time management, project management, and negotiation skills
• 3+ years of experience providing support for enterprise level premier customers

• Experience or strong working knowledge of FP/RN, phishing and antimalware
• 2+ years of experience with Exchange or Office 365 (Exchange Online)
• Preference given to candidates with exposure to email threat protection technologies such as phishing and malware detection, spam filtering, and impersonation detection
• Familiarity with Microsoft Defender for Office 365 features - including Safe Links, Safe Attachments, and quarantine policies
• Understanding of mail flow, anti-spam/anti-phish policies, and the ability to interpret message headers to investigate spam or phish messages

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role, including the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

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.

• Not Applicable

• Full-time

• Information Technology

• Software Development