Senior Incident Response Engineer

Microsoft Customer and Partner Solutions-Core (MCAPS) accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

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 highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and further deepen your technical proficiency – becoming a product expert.

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 a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (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.

Required/Minimum Qualifications

Candidate must have hands-on experience in customer-facing roles (Customer support experience is preferred).

Experience in Cybersecurity and Security Incident Response.

Ability to manage complex Incident Response situations with a focus on deep technical troubleshooting and empathetic customer engagement.

Practical experience troubleshooting Network, Windows Server, Windows Client, and Active Directory environments.

Working knowledge of Entra ID and Microsoft 365 management and troubleshooting experience.

Experience supporting large and complex geographically distributed enterprise environments with 1000+ users.

Bachelor's degree in Computer Science, Information Technology (IT), or related field AND demonstrated experience of technical support, technical consulting experience, or information technology experience.