Cybersecurity Readiness Lead

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 the training to allow our Engineers to troubleshoot and solve highly complex customer technical issues.

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.

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.

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.

Responsibilities

Response and Resolution

• You own, investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging)

Readiness

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.

Product/Process Improvement

• You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.

Business Integration

• You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.

Qualifications

Required Technical Skills:

• Understanding of Security, Compliance, Entra ID, or Management technologies. Microsoft Defender and Azure is a preference.
• Understanding of Microsoft Security Products and/or Entra ID or Management products. This aligns with the SC-900 exam.
• Trainer and/or additional Microsoft Technology Certifications.
• Portuguese OR Spanish Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking.

Preferred Skills:

• Passion for technology and improving overall product quality.
• Committed customer focus, excellent communication skills, and the ability to work in a fast-paced team environment.
• Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
• Excellent analytical, problem resolution and decision-making skills
• Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
• An understanding of Microsoft Product Groups and the product development life cycle.

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.