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Security Operations Engineer - Product Supportability

India, Hyderabad · Job Posted May 03, 2026
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Job Description

The Cloud & AI organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. Microsoft is one of the largest enterprise service companies in the world. Microsoft Security aspires to make the world a safer place for all. We want to reshape security and empower every user, customer, and developer with a secure cloud that protects them with end-to-end, simplified solutions. The Microsoft Security organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. As Microsoft continues to evolve its secure infrastructure and elevate customer trust, the Secure Production Access (SPA) team is seeking a Security Operations Engineer II – Product Supportability to join our Product Support and Operations team. 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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Job Responsibility

  • Support Operations
  • Address escalated customer incidents ensuring quick resolutions and customer satisfaction
  • Create and improve helpdesk Standard Operating Procedure (SOPs) and Troubleshooting Guides (TSGs) for our support agents
  • Drive Root Cause Analysis (RCA) and remediation plans for product or service issues
  • Monitor customer incidents and helpdesk performance to ensure timely resolutions and a world-class customer experience
  • Product Supportability
  • Act as the bridge between customer experience and engineering excellence to align business, operational and technical needs across the team
  • Partner with Product Engineering to define and develop product improvements to address common customer pain points
  • Identify, drive and support opportunities for investment in automation, effort reduction, and AI to improve supportability
  • Act as a SME across our SPA Secure Device product portfolio, effectively communicating customer requirements to both technical and non-technical audiences

Requirements

  • Bachelor's Degree in Statistics, Mathematics, Computer Science, Risk Management, Cyber Security, or related field AND 3+ years’ experience in software development lifecycle, large scale computing, technical support, customer experience or site reliability engineering (enterprise experience) OR equivalent experience
  • 2+ years’ experience in hardware, cloud, or other cybersecurity experience
  • 2+ years’ experience in customer experience or support
  • 2+ years’ experience in cloud environments (e.g. Azure)
  • 1+ years’ experience troubleshooting technical issues in Windows, Azure, networking, or Identity & access management
  • 1+ years’ experience in Incident or Livesite management
  • 1+ years’ experience in data management and analytics (PowerBI, SQL, Kusto)
  • Prior experience leading or contributing to a large-scale, enterprise product or service

Nice to have

  • 2+ years’ experience translating customer feedback and support insights into product enhancements or features
  • 2+ years experience in PowerBI, SQL, Kusto
  • Prior experience in customer support and helpdesk management
  • Proven track record of customer obsession, cross-functional collaboration, and strong communication

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