1 day ago
Remote, India or Bengaluru, IndiaMid Level
Responsibilities
- Own and drive resolution of mission-critical Microsoft Defender customer escalations in a 24x7x365 environment.
- Communicate directly with customers during complex, sensitive, and high-severity incidents and restore customer confidence.
- Diagnose and resolve technical issues across Microsoft Defender for Endpoint, Microsoft Sentinel, Microsoft Defender for Cloud, and Microsoft Defender for Office.
- Collaborate with Software Engineering, Product Management, Solution Architecture, Support, UX, and account teams on durable resolutions.
- Translate escalation patterns into improvements to product reliability, diagnostics, documentation, self-remediation, and supportability.
- Participate in feature readiness reviews, validation testing, design discussions, automation initiatives, and AI-assisted operational practices.
- Share technical knowledge and best practices with teams and communicate complex concepts to customers and senior stakeholders.
Requirements
- Bachelor's degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field and 2+ years of experience in technology, cloud, technical support, and/or customer experience engineering, or equivalent experience.
- Ability to pass required Microsoft, Microsoft Cloud, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check.
- Preferred: bachelor's degree in a relevant field and 5+ years of applicable experience, or equivalent experience.
- Preferred: at least one year of customer-facing experience.
Categories
Solutions Engineering
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.