Position: Support Engineer

Location: Romania - Remote (Romania)

Employment type: 18 month contract

RESPONSIBILITIES:

• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue.
• Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.
• Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
• Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
• Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.

Microsoft Products to be supported on day-to-day bases:

• Microsoft Defender for Cloud Apps.
• Microsoft Defender for Identity.
• Microsoft Advanced Threat Analytics.

REQUIREMENTS:

• Technical support experience And/or experience in working with customers in IT industry.
• Excellent communication skills.
• Knowledge of network security principles and practices.
• Understanding of cybersecurity fundamentals such as encryption, authentication, and authorization.
• Knowledge of cloud computing concepts.
• Knowledge with TCP/IP stack
• Understanding of DNS (Domain Name System) principles and protocols.
• Understanding of HTTP principles and its various methods (GET, POST, PUT, DELETE, etc.)
• Familiarity with Microsoft Azure cloud service provider.
• Understanding of network protocols.
• Familiarity with Windows and Linux server environments.
• Familiarity with Active Directory and Azure Active Directory / ENTRA.
• It will be a plus to have Basic skills in scripting languages.
• It will be a plus to have any experience with Defender Products
• English Language: fluent in reading, writing and speaking.
• It will be a plus: to have other European languages "e.g. French, German...."

BENEFITS:

• Excellent remuneration package based on experience, skills, and performance
• Be part of a dynamic international team with a positive and friendly atmosphere
• Guidance and tools to reach career potential
• 9 AM – 6 PM
• Private health insurance