Senior Technical Support Engineer

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop 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.

•    Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.

•    Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. 

•    You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.

•    Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
  • OR 5+ years of technical support, technical consulting experience, or information technology experience.
• Language Qualification English and Portuguese Language: confident in reading, writing, and speaking.
• Must reside in Brazil and have legal authorization to work in Brazil.

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.

CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.

Additional or Preferred Qualifications:

• CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
• Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
• Ability to effectively communicate with customer managers and executives on technical and business issues.
• Organization, time management, project management, and negotiation skills.
• 3+ years of experience providing support for enterprise level premier customers.
• Cloud Protection:
• Background/experience in security engineering (blue/red team) preferred
• Background in system/network engineering, DevOps/SRE or software engineering, with a passion for cybersecurity
• Previous experience with / exposure to Microsoft Sentinel or the Microsoft Defender suite
• Good understanding of the TCP/IP stack, working in a cloud environment and (at a minimum) basic system administration in Linux and/or Windows Server environments

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.