Support Engineer

Role : Support Engineer

Mode : Remote

Location : Romania

Mandatory Skills : MS Defender for Endpoint, Sentinel + Escalation Resolution

Job Descriptions:

Provides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, or networked and/or wireless systems.

Works with customers to review and resolve issues. Performs troubleshooting and related analyses; escalates issues as appropriate or serves as the escalation point for highly complex issues.

Collaborates on cross-team issues and provides feedback to improve products, resolve bugs, and automate processes. Participates in ongoing training and readiness programs

Comments: Team Background:

We are the Cyberdefense Delivery Partner Unit under Security & Compliance support department where we manage the outsourcing operations with delivery Partners. Goal: To hire 2 CSG resource under the formal position of “Support Engineer”.

Functions & Duties: - The selected candidates will be positioned under the function of “Acting Partner Technical Advisor”.

- Acting Partner Technical Advisor role is a leading role, where they supervise our outsourced support engineers operating with Microsoft delivery partners.

- The selected candidates will be trained to be a technical reference point for our outsourced support engineers.

- The selected candidates will handle technical escalations raised from Microsoft support teams and collaborate with several internal stakeholders to get it resolved including working with the product group.

- The selected candidates will be conducting case technical reviews the support cases ensuring the case progress is on track.

- The selected candidates will accomplish several functions like handing case assignment escalations, Queue sweeps, making sure that the cases go to the proper delivery partners for assignments.

- The selected candidates will be a point of contact between Microsoft support teams (FTE teams), Duty management teams & delivery partners teams.

Desired Profile: - Preferably to have experience or knowledge in Microsoft Security Products (one or more of: Defender for Endpoint/sentential/compliance/defender for office/defender for cloud apps/defender for identity) And/or network security & security domain knowledge in general.

- Strong TCP/IP stack knowledge - Knowledge in HTTP/HTTPS methods.

- Strong knowledge in the Cybersecurity concepts.