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Technical Support Engineering - Microsoft Defender for Endpoint

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Microsoft Corporation

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Location:
Costa Rica , San José

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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 customers’ 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.

Job Responsibility:

  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues
  • Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research
  • Performs in-depth product troubleshooting and remediation when needed
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues
  • Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics
  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement
  • Identifies potential defects and escalates to more senior engineers to resolve
  • Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement
  • Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team
  • Embody our culture and values

Requirements:

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
  • 1-year experience with Microsoft Defender Anti-virus, Microsoft Defender for Endpoint (MDE) or similar experience
  • Proficient in Linux or Mac administration including troubleshooting exposure with clients
  • Language Qualification: fluent in reading, writing and speaking English
  • 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.

Nice to have:

  • Microsoft Technology Certifications such as SC-900, Comptia Security + or ICS2 CC
  • Competent on Windows Server, Windows Client, Active Directory or Azure Active Directory Administration
  • Understanding and troubleshooting skills of Windows tools (Sysinternal, Procmon, WPR, Event Viewer, Defender Ninja)
  • Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
  • Customer facing support background, including supporting large and complex geographically distributed enterprise environments with 1000+ users
  • Familiarity with AV and EDR solutions
  • Experience with Microsoft tools like procmon and Windows Performance Analyzer

Additional Information:

Job Posted:
January 29, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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