Senior Incident Response 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 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: Scope customer security incidents Understand and identify indicators of attack and indicators of compromise Analyse incident data from threat analytics tools Collaborate with the Security and Threat Intelligence teams by providing indicators of compromise and samples of malware from the customer’s environment Coordinate a response to the security incident with other Microsoft security and consulting teams. Develop, document, and implement runbooks, capabilities, and techniques for Incident Response Perform security triage and analysis on endpoint, server and network infrastructure. Perform activities necessary for immediate containment and short-term resolution of incidents. Maintain current knowledge and understanding of the threat landscape, emerging security threats, and vulnerabilities Investigate root cause of complex security incidents Maintain a high level of confidentiality Participate in the on-call rotation as required Qualifications 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. Additional or Preferred Qualifications: Experience in Security Incident Response with recent operational security experience (Indicator of Attack