Technical Support Engineer - Security

Microsoft; São Paulo; Presencial; BRL 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Technical Support Engineer to join their dynamic team. In this role, you'll leverage your technical expertise to resolve complex customer issues and enhance product functionality. You'll be involved in mentoring new engineers and contributing to readiness programs, ensuring a high level of service. This position offers the opportunity to work with cutting-edge technologies in a collaborative environment. If you're passionate about technology and customer service, this role could be your next big step!

Qualificações

• 3+ years in technical support or IT, or a Bachelor's with 1+ year experience.
• Experience with endpoint security and threat analytics.

Responsabilidades

• Resolve customer issues and provide technical support.
• Assist in implementing readiness programs and mentoring new engineers.
• Provide feedback for product improvements based on customer engagements.

Conhecimentos

Technical Support Experience

Network Security Engineering

Endpoint Security

Cloud Experience

Fluent English Communication

Scripting Skills (PowerShell, Python)

Formação académica

Bachelor's Degree in Related Field

Ferramentas

Windows Server

Active Directory

Azure Active Directory

Descrição da oferta de emprego

Responsibilities (Text Only)

1. Response and Resolution:
   • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand the issue. Ensures customers stay informed about the status/solution of their issue.
   • Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
   • Resolves customer issues through problem solving, collaboration, and research. May escalate issues as needed.
   • Documents technical work and research.
   • Performs in-depth product troubleshooting and remediation when needed.
   • Collaborates on cross-team and cross-product technical issues by working with resources from other groups to resolve moderately complex customer issues.
2. Readiness:
   • Assists in implementing end-to-end readiness programs (e.g., mentoring, knowledge sharing, technical documentation, brown bag sessions, blogs, quality assurance checks).
   • Develops readiness content and mentors new Technical Support Engineers.
   • Builds intermediate support topic competence.
3. Product/Process Improvement:
   • Provides feedback to senior engineers or the serviceability team on product functionality based on customer engagements.
   • Suggests product improvements and identifies potential defects for escalation.
   • Applies broad knowledge of automated tools used across technologies and products, providing feedback for tool improvements.
   • Identifies and addresses process gaps to streamline operations and shares best practices.
   • Participates in case triage meetings to share knowledge and contribute to faster customer solutions, and communicates readiness needs based on learnings.
4. Other: Embody our Culture and Values.

Qualifications (Text Only)

1. Required Qualifications:
   • 3+ years of technical support, consulting, or IT experience, or a Bachelor's Degree in a related field with 1+ year of relevant experience.
   • Understanding of Network Security Engineering, consulting, or Systems Administration with a focus on security.
   • Experience with endpoint security, server security, or threat analytics.
   • Experience with tools like Windows Server, Windows Client, Active Directory, or Azure Active Directory.
   • Cloud experience with major providers, including security, networking, and migration of multi-cloud or hybrid environments.
   • Support experience in large, geographically distributed enterprise environments with 1000+ users.
   • Fluent English communication skills (spoken and written).
   • Ability to meet security screening requirements, including Microsoft Cloud Background Check.
2. Preferred Qualifications:
   • Microsoft Technology Certifications.
   • Fluency in Spanish (desirable).
   • Linux or Mac administration experience.
   • Scripting and automation skills (PowerShell, Python, Java, or similar, at beginner to intermediate level).

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to various protected characteristics. We also consider qualified applicants regardless of criminal histories, in accordance with applicable laws.

If you need assistance or a reasonable accommodation due to a disability during the application or recruitment process, please send a request via the Accommodation request form.

Benefits and perks may vary depending on employment nature and location.