Support Engineer - Azure Cloud Cybersecurity
San Jose, San José, Costa Rica
hace 5 días

Are you Interested in Azure Cloud cybersecurity and do you want to empower every person and every organization on the planet to achieve more?

Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?

If you love talking to and learning from customers and are excited about working with and learning from great technical minds, we want to talk to you.

In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and share knowledge with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our culture is built around attributes that drive our every decision and our every action. And as a security support engineer , you will be an elite member of a customer-obsessed security support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security products such as :

  • Azure Security Center
  • Microsoft Cloud Application Security
  • Windows Defender Advanced Threat Protection
  • Azure Advanced Threat Protection
  • Azure Antimalware
  • Azure Storage Advanced Threat Protection
  • Azure Sentinel
  • Azure Security of Things
  • Windows Defender
  • System Center Endpoint Protection
  • Many new cutting-edge products that are coming to the team soon
  • You have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more.

    You have a passion for learning new technologies, collaborating with other experts to find solutions, having complete customer obsession, continuously optimizing and improving the customer support experience, and having fun.

    You enjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution.

    You obsess over small details to make sure that each customer interaction not only drives issues to resolution, but also ensures that customers are effectively using Microsoft technologies to further the success of their business.

    In all interactions with our customers, you communicate effectively, have complete accountability and ownership over providing amazing results, show resourcefulness in providing timely and effective solutions, and approach every situation with empathy, care, and a focus on providing an amazing experience.

    When you don’t know the answer, you swarm with other engineers at Microsoft to come up with a solution quickly, and you aren’t afraid to ask questions and learn new things daily.

    You don’t let anything block you in the pursuit of a world class customer service experience for our customers.


  • This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail;
  • and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables.

    You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.

    Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results.

    You are passionate about improving the customer support experience and the product by collaborating with software developers to recommend feature improvements.

    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
  • Investigate and communicate incident root cause to customers
  • Participate in an on-call rotation when required
  • Required Experience

  • Minimum 3+ years experience in Network Security Engineering or consulting, and / or Systems Administration with focus on security (this should include experience with endpoint security, server security and threat analytics)
  • Minimum 2+ years customer facing support experience
  • Minimum 2+ years of Windows Server, Windows Client, Active Directory and / or Azure Active Directory administration
  • Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
  • Preferred Experience

  • Experience in Linux and / or Mac administration
  • Automation (PowerShell and / or Python, Java, or a similar language, can be a beginner to intermediate level).
  • Cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
  • 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
  • Excellent documentation skills and ability to translate complex technical processes into simple to follow written guides
  • Previous experience working in a large, complex, highly matrixed global organization preferred
  • Ability to work in a high pace environment with many competing priorities and randomization
  • Education

  • Preferred Bachelor’s degree or higher in a technical field, or relevant work experience
  • Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, Cisco, CISSP, CEH, Amazon AWS, etc.)
  • 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. All qualified applicants will receive consideration for

    employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

    We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

    Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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