Senior Technical Support Engineer - Mission Critical Services (Identity)
Microsoft
Job Overview
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen 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.
We are seeking a high-performing Senior Cloud Identity Support Engineer to join our Mission Critical Support for Security Cloud (MCS) team, previously known as “SED”. In this role, you will provide expert technical support for MCS highly ranked customers (OpenAI, Barclays, EY, etc), ensuring they achieve success with the MCS offer. You will collaborate very closely with Product Group (CxE – Customer Experience) and Engineering groups in a “one team” approach, delivering exceptional service and driving continuous improvements in our products. This position offers the opportunity to work on strategically important projects, influence product enhancements, and develop a deep understanding of customers’ environments.
MCSfMSC Program Overview
MCSfMSC is a premium support program for customers running missioncritical Microsoft Security workloads. It provides direct, prioritized access to Microsoft Security engineering, with a strong focus on availability, reliability, and rapid incident recovery.
Engineers in MCSfMSC work on highimpact, highseverity security cases, collaborating closely with product engineering teams. The program emphasizes deep technical troubleshooting, accelerated escalations, and clear ownership of critical incidents, including driving root cause analysis and followup actions to prevent recurrence.
This is not standard reactive support. MCSfMSC engineers operate as trusted technical partners for customers, with increased visibility into product behaviour, tighter engagement with engineering, and an expectation of high technical judgment, calm execution, and customer leadership during critical events.
Responsibilities
Provide Advanced Technical Support: Troubleshoot and resolve complex, mission-critical issues across Identity environment. Ensure prompt resolution to minimize customer impact.
Customer Advocacy: Serve as a trusted advisor for our customers. Empathize with customer needs and urgency, provide clear explanations for technical solutions, and ensure a high-quality support experience. Maintain a customer-first mindset in all interactions.
Collaboration with Engineering: Work in close partnership with Engineering and CxE teams to escalate issues, report bugs, and drive product improvements. Contribute to developing new features and enhancements based on customer feedback and insights.
Continuous Improvement: Continuously monitor support processes and customer feedback to suggest improvements in tools, processes, or training. Strive to exceed performance targets and service-level agreements, demonstrating above-average performance in all duties.
Qualifications
Required Qualifications:
Experience: 5+ years of experience supporting Identity customers. Proven track record of above-average performance in delivering support for complex technical systems.
Leadership & Initiative: Demonstrates initiative and potential for leadership. Proactively identifies areas for improvement, drives positive change, and can influence others with a positive attitude. Ability to mentor others and lead by example in technical prowess and customer advocacy.
Continuous Improvement: Actively seeks feedback and is committed to self-improvement. Adapts quickly to new tools or process changes and looks for ways to optimize workflows and outcomes. Enthusiastic about contributing ideas to enhance team efficiency and service quality.
High Adaptability: Thrives in a fast-changing environment. Quickly adapts to new technologies or process changes and can juggle shifting priorities with grace. Shows enthusiasm for venturing outside of their comfort zone to learn and take on new challenges.
Language Qualification
English Language: fluent in reading, writing and speaking
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.
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.