Technical Support Advisory - EndPoint Protection (Security and Compliance)

Microsoft; Vancouver; Remote; CAD 96,000 - 178,000; Full time

Job summary

A leading technology company is seeking a Technical Support Advisory specializing in Endpoint Protection. The role involves providing expert support to frontline engineers, ensuring process compliance and driving improvements in customer experience. The position enables career growth as a recognized technical subject matter expert, with flexible working arrangements available.

Qualifications

• 4+ years in system development, network operations, software support, or technical troubleshooting experience.
• 3+ years of product or customer support experience.
• Ability to analyze complex data logs and identify critical errors.

Responsibilities

• Ensure timely case resolution and drive engineer readiness.
• Mentor engineers for improved collaboration.
• Contribute to process compliance and product improvement initiatives.

Skills

Technical troubleshooting

Software support

Network operations

System development

Customer support

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

Microsoft Technologies

Job description

Technical Support Advisory - EndPoint Protection (Security and Compliance)

Join to apply for the Technical Support Advisory - EndPoint Protection (Security and Compliance) role at Microsoft

Technical Support Advisory - EndPoint Protection (Security and Compliance)

Join to apply for the Technical Support Advisory - EndPoint Protection (Security and Compliance) role at Microsoft

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 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.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

This role is flexible in that you can work up to 100% 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

Response and Resolution

• Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Collaborate with stakeholder teams to provide product and process improvement feedback.
  
  

Readiness

• Ensure release & readiness activities are successfully executed, and have a consistent process that includes communication, timing, and monitoring.
• Partner with training development and knowledge content Shared Services teams to prioritize and manage the needs identified by team members.
• Drive workflow process and/or policy design & improvements that improve customer experience.
  
  

Product/Process Improvement

• Monitor and evaluate performance, support readiness and drive improvements in support quality within our Delivery Partner ecosystem.
• Anticipates customer and advocate needs and proactively meets and exceeds customer expectations.
• Recognizes the issues that customers want to resolve, and creates, or facilitates the creation of, products and services to address customer needs.
• Effectively collaborate with your peers to identify opportunities to build on the success of others.
• Communicate and network effectively. Successfully persuades and influences others and can effectively build trusted relationships with 3rd party suppliers.
  
  

Business Integration

• Serve as a Subject Matter Expert resource and supportive coach during Technical Triages and as needed for case escalations.
  
  

Identify and drive proper ownership and Delivery Partner empowerment to reduce escalations that require PTA engagement.

Assist internal partners with Risk mitigation and fraud prevention by understanding application and intersection of product, tools, process, policy, agent, and customer behaviors.

Other

• Embody our culture and values
  
  

Qualifications

Required Qualifications:

• 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
• OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
• OR equivalent experience
• 3+ years of prior product, customer support and/or technical support experience
  
  

Other Requirements

• 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.
  
  

Additional Or Preferred Qualifications

• System development, network operations, software support.
• Consulting or technical troubleshooting experience.
• Customer support.
• Microsoft Technologies (preferably MS SC-200 Security Operations Analyst Certification)
• Ability to analyze complex data logs and identify critical errors to provide a clear solution for each scenario
• Ability to effectively communicate across a variety of stakeholders including: internal engineering teams, external delivery partners, data analytics teams and others.
  
  

Technical Support Advisory IC4 - The typical base pay range for this role across Canada is CAD $96,000 - CAD $177,600 per year.

Find Additional Pay Information Here

https://careers.microsoft.com/v2/global/en/canada-pay-information.html

Microsoft will accept applications for the role until June 5th 2025

#CES #CSS #SCIM

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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