Technical Support Engineer

Role: Technical Support Engineer

Location: Krakow, Poland
Mode: Onsite (with potential rotational / weekend shifts)
Hiring Type: sub-con/B2B/Fixed Term contract
Duration: 6 months with possible extension

Key Responsibilities:

Scope and resolve complex issues with onboarding, deployment, and configuration of products
Advise and educate customers on the features and capabilities of our products
Interpret and analyze log data to troubleshoot issues
Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues
Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively
Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure
Perform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workarounds
Maintain current knowledge and understanding of product roadmaps and emerging technologies

Technical Qualifications

At least L100 level in any of the 2 Security Technologies listed below:

• Microsoft Defender for Endpoint:
• Onboarding and configuration knowledge
• EDR capabilities
• Windows 10 Security Stack, including NextGen AV and ASR
• Basic Mac/Linux knowledge
• Microsoft Defender for Identity:
• On-Prem AD configuration knowledge
• General operating system performance knowledge
• Awareness of general authentication related types
• Knowledge of Active Directory related protocols
• Microsoft Defender for Cloud Apps:
• Configuration of the Shadow IT/Discovery methods
• Configuration or knowledge of Conditional Access App Control
• Configuration or knowledge with Connected Apps (API)
• Microsoft 365 Defender
• Understanding of how all Microsoft Security technologies are correlated together and the “bigger picture” of the security products.
• Knowledge of how s are correlated with Incidents
• Understanding of Secure Score and how to leverage it in an Enterprise environment.

Required Experience

2+ years of experience in Network Security Engineering or consulting, and/or Systems Administration.
2+ years Customer facing support experience. 
1+ year Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration. 
1+ year enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments 
Experience supporting large and complex geographically distributed enterprise environments

Soft Skills 

        Demonstrated experience learning new technologies 
        Strong collaborative skills and extensive cross-group coordination skills 
        Proven customer service skills supporting external and/or internal customers in an enterprise environment 

        Great phone presence and documentation abilities. Excellent executive communication and crisis

Management skills 

        Excellent documentation skills and ability to translate complex technical processes into simple to
follow written guides 

        Previous experience working in a large, complex, highly matrixed global organization preferred 
        Ability to work in a high pace environment

Would be good if candidate worked in any of the below two technologies:

Microsoft Defender for Identity.
Microsoft Defender for Endpoint.
Microsoft Defender for Cloud Apps.
Microsoft 365 Defender.