1 day ago
Prague, CzechiaMid Level
Responsibilities
- Own complex customer support cases escalated to Microsoft Security Engineering through resolution.
- Work directly with customers by phone, email, and Microsoft Teams to understand environments, reproduce issues, communicate progress, and confirm fixes.
- Diagnose Microsoft Defender and Microsoft Sentinel issues using logs, traces, telemetry, and customer configurations.
- Collaborate with software engineers, product managers, support engineers, and cross-functional teams to confirm bugs and deliver durable fixes.
- Identify troubleshooting opportunities for AI agents and automation, and help design, test, deploy, and measure AI-assisted support solutions.
- Convert case learnings into reusable knowledge for support personnel and AI tools.
- Analyze case trends and provide evidence-based feedback to improve diagnostics, error messages, documentation, self-help guidance, and product readiness.
- Share troubleshooting methods, lessons learned, and technical best practices with customers, partners, and internal teams.
Requirements
- Required Level YYY in ZZZ technology, including the ability to collect logs and perform technical troubleshooting and root cause analysis.
- Experience working directly with customers in an enterprise B2B and/or security product setting.
- Bachelor’s degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field plus relevant technology, cloud, technical support, or customer experience engineering experience, or equivalent experience.
- Ability to meet Microsoft, customer, and government security screening requirements, including Microsoft Cloud Background Check requirements.
- Preferred hands-on experience troubleshooting enterprise software deployment, configuration, connectivity, and performance across Windows, Linux, or macOS endpoints and cloud services.
- Preferred experience with Microsoft Defender, Microsoft Sentinel, Microsoft Entra, or Intune.
- Preferred experience analyzing logs and data with KQL, PowerShell, or Python.
- Preferred experience using or building AI-assisted tools, automation, or agents for troubleshooting or support.
Benefits
- The role is part of a global 24x7x365 team and includes an on-call rotation.
- Certain roles may be eligible for benefits and other compensation.
- Employment requires Microsoft background and Microsoft Cloud background checks upon hire or transfer and every two years thereafter.
About Microsoft
Microsoft develops operating systems, productivity software, cloud services, developer tools, and consumer devices for individuals, enterprises, and governments. Its main products include Windows, Microsoft 365, Azure, Visual Studio/GitHub, Xbox, and LinkedIn; revenue comes from software subscriptions and licenses, cloud consumption, hardware sales, and advertising. Founded in 1975 and headquartered in Redmond, Washington, Microsoft is a public company traded on Nasdaq.