MicrosoftEmployer profile

Embedded Escalation Engineer - Microsoft Defender for Endpoint

Location not specified · 3–5 yrs

Experience: 3–5 yrs
Salary: Not disclosed
Location: Location not specified
Work mode: Not specified
Job type: Full-time
Apply by: Closing date not listed
Posted: 15 Jul 15

About this role

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so.

Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

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 complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

Embedded Escalation Engineers (EEE) investigate and solve critical, complex, and highly technical issues using mostly code-level techniques - like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools. EEEs are responsible for driving Product Engineering engagement. They handle highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as key collaboration point for support teams.

In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.

This role is flexible in that you can work up to 50% 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

Key Responsibilities

As an EEE, you will work closely with the Security Engineering for MDE (Microsoft Defender for Endpoint) team, which is responsible for developing and maintaining the MDE product. MDE is an enterprise security platform designed to help enterprise networks prevent, detect, investigate and response do advanced threats.

Your Key Responsibilities Will Include

Leading engineering investigations to resolve support incidents impacting our customers in a timely and effective manner.
Improving customer experience and driving key service improvements by building solutions, tools, and troubleshooting guides, and helping automate issue detection and diagnosis.
Identifying emerging trends or recurring escalation scenarios and driving engineering opportunities to mitigate and/or eliminate them from the workflow.
Educating support engineers with the latest investigation methods and tooling.
Contributing to the product improvements by filing impactful bugs, design change requests and helping developers to fix issues and ship the fixes to production.
Acting as a trusted advisor to the engineering team, participating in strategic technical, architectural and design discussions, and representing the customer voice in planning efforts.
Suggesting changes to future versions of the product to better equip our support teams as well as our partners and customers and help influence in-market solutions today.

This position requires extensive cross-group coordination and excellent oral and written communication skills. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.

As an MDE EEE you are expected to be on top of the technical aspect of the product and keep up-to-date knowledge with new features and technologies emerging to the product. MDE EEE is the “go to” person for any product technical concern.

It’s Your Chance To

Work directly with our Product Group to provide world-class engineering support at a product component level.
Perform complex product debugging and remediation when needed; working alongside the development teams to drive support incident resolution for configuration, code, documentation or other service deficiencies impacting customers.
Embedded Escalation Engineers are not expected to write product code; however, they should be able to read code and understand its relevancy to the investigated issue.
The position is primarily “behind the scenes” providing engineering support to the Support teams on support incidents that require Product Group (PG) engagement.

At the same time, individuals should be capable and prepared to periodically engage directly with customers to help facilitate incident resolution as appropriate.

Qualifications

To be successful in this role, the following skills and experience are desired:

BS in Computer Science or Engineering or equivalent industry experience

At least 3-5 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role.

Technical Skills

Strong proficiency with:

Experience with Linux and MAC OS based environments - MUST
Experience with Python and CLI queries and commands
Deep technical and architectural knowledge on cloud security and Networking.
Deep technical knowledge of Azure cloud computing.
Experience with Containers and Kubernetes environments including AKS, EKS and similar.
Experience with AWS, GCP and other clouds (advantage)
Experience with Kusto (Data Explorer) Query Language
Threat protection i.e., Indicator of Attack/Compromise, MiTTRE

Intermediate Skills In

Familiarity with Malware landscape
Familiarity with Incident Response
Familiarity with CSPM (Cloud Security Posture Management) and CWPP (Cloud Workload Protection Platform) terms and tools.
Familiarity with Azure Active Directory Identity management
Some Azure troubleshooting experience

Soft Skills

Leadership - handle technically challenging and politically hot customer situations.
Excellent spoken and written English communication skills.
Logical and Critical thinking and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints.
Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions.
Communication skills – The ability to work collaboratively with the Engineering teams as well as field Support Engineers.
Outstanding partnering capabilities.
Ability to drive product/service improvements in core technical focus area.
Passion for technology and customer support

Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously.

Embrace Microsoft core values of Growth Mindset, respect, integrity, accountability and inclusion.

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.

Skills

Information Technology