Cloud Government Support Specialist — MS 365

asmexternalcareersite

Washington, Redmond (Washington County, WA)

On-site

USD 75,000 - 110,000

Full time

14 days+

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Job summary

ASM Research in the United States is seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role blends technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating outage mitigation, and driving continuous improvement of Microsoft 365 cloud services.

The ideal candidate will bring customer-service professionalism to manage escalations, perform

Qualifications

BS in Computer Science or other technical discipline preferred.
3+ years in technical support or engineering roles for enterprise environments.
1+ years hands-on with Microsoft 365/Office 365 platform and services.

Responsibilities

Document ticket resolution information from multiple data sources using incident management systems.
Monitor channels (phone, email, Teams) and respond to meet SLA/KPI requirements.
Resolve open cases to meet program SLA/KPI with stakeholder engagement.
Update support cases with accurate metrics.
Facilitate clear communication between stakeholders.
Conduct validation testing per Troubleshooting Guides.
Manage workstation systems used for daily operations.
Troubleshoot issues to identify and resolve common problems.
Identify opportunities for optimization and automation.
Support root-cause analyses and ad-hoc data requests.