Cybersecurity Readiness Lead

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft?s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and... connected customer experience.
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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company?s collective Security strategy and our ability to handle these critical customer needs from start to finish.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Cybersecurity Readiness Lead you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
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.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
Responsibilities
Response and Resolution
? Create resources for engineers to investigate and solve highly-complex customer technical issues.
Readiness
? Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
? Deepen your technical and professional proficiency to enable you to resolve highly-complex customer issues, through training and readiness.
Product/Process Improvement
? Act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.
Business Integration
? Use business and technology insights to help shape strategy when engaging with customers, partners, and teams.
Embody our culture and values.
Qualifications
Required Qualifications
? 7+ years of technical support, technical training, technical consulting experience, or information technology experience
? OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical training, technical consulting experience, or information technology experience
? Experience creating and/or facilitating technical training for adults
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.
Preferred Qualifications
? Microsoft Technology Certifications
? Experience in Planning, Program or Project management, preferably in IT industry
? Understanding of Azure, Security, Compliance, Entra ID, or Management technologies
? Understanding of Microsoft Security Products and/or Entra ID or Management products aligned with the SC-900 exam (Microsoft Security, Compliance, and Identity Fundamentals exam)
? Committed customer focus, demonstrated communication skills, and the ability to work in a dynamic team environment
? Ability to translate circumstances into actions that move the business forward in a measurable manner
? Demonstrated analytical, problem resolution and decision-making skills
? Cross-group collaboration skills, including the ability to achieve goals while collaborating with internal and external stakeholders, often with multiple competing priorities
? An understanding of Microsoft Product Groups and the product development life cycle
? Ability to lead initiatives and influence change across multiple levels of the organization
Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until April 16, 2024.
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

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