Technical Support Engineer

Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization empowers customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services. CE&S is responsible for all services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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 issues quickly and securely, preventing future problems and helping customers achieve more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
This role is flexible in that you can work up to 100% 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
Minimum requirements:
3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ year(s) technical support, technical consulting experience, or information technology experience
Required Technical Skills
Strong understanding of Microsoft 365 Compliance workloads, including:
Sensitivity Labels (encryption, auto-labeling, content marking)
Retention policies & records management
eDiscovery workflows: search, hold, review sets, export
DLP configuration and policy troubleshooting (Exchange, SharePoint, Teams, Endpoint)
Email Archiving flow
Proficiency in PowerShell (e.g., Get-ComplianceSearch, New-CaseHoldPolicy, Search-UnifiedAuditLog)
Familiarity with reading message traces, audit logs, and telemetry
Experience supporting or using Microsoft 365 Defender, Security & Compliance Center
Nice to Have
Hands-on experience with:
Graph API for compliance data access
Information Barriers, Insider Risk policies, or Communication Compliance
Exchange Online Protection (EOP) or Defender for Office 365
Microsoft certifications:
SC-400: Microsoft Information Protection Administrator
SC-200 / SC-300 or equivalent experience
This position requires flexibility in working shift based on the business needs. The working shift may vary depending on the operational demand, and it may include shift rotations of Monday to Friday from 9:00AM to 6:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 7:00am to 4:00pm.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass 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.
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