Technical Support Engineer-Security Cyberdefender

Overview

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

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 customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

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

•    Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, leveraging troubleshooting tools and practices.
•    Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. 
•    You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
•    Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Qualifications

Required Qualifications: 

• Fluent in both Mandarin and English, with strong verbal and written communication skills.
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• Relevant professional experience in technical support, technical consulting, IT operations, or a related field.
• Strong analytical, problem-solving, and customer service skills, with the ability to work effectively in a dynamic environment.
• Flexible and adaptable, with a willingness to support business requirements, including shift-based schedules, weekend coverage, and public holiday support.

Additional Required Qualifications:
Previous exposure to / experience in the Cybersecurity field will be a significant advantage, as well as industry certifications including CISSP, SSCP, CompTia Security.

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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.