Working Conditions: 24/7 support model onsite role with rotational shifts. Therefore, candidates should be flexible to cover during holidays and weekends.Key Responsibilities:Scope and resolve complex issues with onboarding, deployment, and configuration of products.Advise and educate customers on the features and capabilities of our products.Interpret and analyze log data to troubleshoot issues.Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future.Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues.Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively.Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure.Perform activities necessary to quickly mitigate outages and service interruptions in the customer's environment by recommending and implementing workarounds.Maintain current knowledge and understanding of product roadmaps and emerging technologies.Qualifications:Flexibility to work in shifts/weekend coverages on rotation.At least L100 level in any of the 2 Security Technologies listed below:Microsoft Defender for Endpoint:Onboarding and configuration knowledge.EDR capabilities.Windows 10 Security Stack, including NextGen AV and ASR.Basic Mac/Linux knowledge.Microsoft Defender for Identity:On-Prem AD configuration knowledge.General operating system performance knowledge.Awareness of general authentication related alert types.Knowledge of Active Directory related protocols.Microsoft Defender for Cloud Apps:Configuration of the Shadow IT/Discovery methods.Configuration or knowledge of Conditional Access App Control.Configuration or knowledge with Connected Apps (API).Microsoft 365 Defender:Understanding of how all Microsoft Security technologies are correlated together and the "bigger picture" of the security products.Knowledge of how Alerts are correlated with Incidents.Understanding of Secure Score and how to leverage it in an Enterprise environment.Required Experience:Overall 5+ years of experience with:2+ years of experience in Network Security Engineering or consulting, and/or Systems Administration.2+ years Customer facing support experience.1+ year Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration.1+ year enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments.Experience supporting large and complex geographically distributed enterprise environments.Soft Skills:Demonstrated experience learning new technologies.Strong collaborative skills and extensive cross-group coordination skills.Proven customer service skills supporting external and/or internal customers in an enterprise environment.Great phone presence and documentation abilities. Excellent executive communication and crisis management skills.Education:Preferred Bachelor's degree or higher in a technical field, or relevant work experience.Would be good if candidate worked in any of the below two technologies:Microsoft Defender for Identity.Microsoft Defender for Endpoint.Microsoft Defender for Cloud Apps.Microsoft 365 Defender.
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