Government Cloud Support Specialist - M365 Incident Response

asmexternalcareersite; Atlanta (GA); Hybrid; USD 85,000 - 110,000; Full time

Job summary

ASM Research is seeking a Customer Support Specialist to support our Microsoft operations team in critical government cloud environments. This role blends customer advocacy with technical troubleshooting, managing escalations and driving improvements across Microsoft 365 cloud services.

The ideal candidate has 3+ years in technical support or engineering roles, hands-on MS 365 experience, and the ability to perform root-cause analyses while communicating clearly with stakeholders.

Qualifications

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

Responsibilities

• Customer Support & Case Management: document resolution information from multiple data sources; monitor channels and meet SLA/KPI requirements; resolve cases and reflect metrics.
• Technical Troubleshooting & Problem Resolution: conduct validation testing; manage workstation systems; troubleshoot client issues using documented approaches.
• Knowledge Management & Continuous Improvement: identify optimization opportunities; support documentation updates; provide status updates via email and ticketing systems; support root-cause analyses and data requests

Skills

Customer service

Technical troubleshooting

Microsoft 365

Cloud environments

Incident management

Root-cause analysis

Documentation

Communication

Team coordination

Education

BS in Computer Science

Tools

Azure

AWS

Windows/Linux

Ticketing systems

Job description

ASM Research is seeking a Customer Support Specialist to support our Microsoft operations team in critical government cloud environments. This role blends customer advocacy with technical troubleshooting, managing escalations and driving improvements across Microsoft 365 cloud services.

The ideal candidate has 3+ years in technical support or engineering roles, hands-on MS 365 experience, and the ability to perform root-cause analyses while communicating clearly with stakeholders.