Sr. Technical Support Engineer, Global English

MCAPS-Core 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. As a Support Escalation Engineer (SEE) for the Data Protection team, you serve as a frontline technical expert during Microsoft’s most sensitive identity and security incidents. You lead deep investigations, resolve complex customer-impacting issues, and provide the engineering rigor required to restore access, validate ownership, and unblock customers in high-risk scenarios. Your work combines advanced troubleshooting, strong security awareness, and high-judgment decision making to protect customers when they face compromise, lockouts, or critical access failures. You collaborate closely with frontline agents, Engineering, identity specialists, and product teams to identify defects, clarify ambiguous situations, and prevent recurrence of systemic issues. You also strengthen Microsoft’s support ecosystem by mentoring engineers, contributing to readiness efforts, and sharing insights that improve tooling, documentation, and product behavior. The Data Protection team operates globally and around the clock. Success in this role requires flexibility, a strong sense of ownership, and the ability to collaborate effectively across regions, time zones, and disciplines to deliver timely resolution of customer-critical issues. Every investigation represents a customer who has lost access to critical systems, business operations, or administrative control of their environment. In this role, you help customers recover from some of their most challenging moments while protecting the integrity and security of the Microsoft ecosystem. 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.

Key Responsibilities: • Exercise sound technical and security judgment when evaluating ambiguous or high-risk scenarios involving identity verification, ownership validation, access restoration, and potential compromise events. • Investigate highly sensitive security and identity incidents while balancing customer experience, risk mitigation, compliance requirements, and platform protection objectives. • Troubleshoot deeply technical identity and security issues across multi-component systems using logs, traces, telemetry, and diagnostic tooling. • Review complex cases, validate technical details, identify defects or systemic patterns, and engage senior engineers or product teams when deeper engineering changes are required. • Participate in technical triage, incident response, and swarming discussions, contributing investigative findings and helping accelerate resolution paths across globally distributed teams. • Collaborate on