Microsoft Hiring for Escalation Engineer – Compliance & Security at Vancouver, BC Full Time

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Escalation Engineers (EE) investigate and solve critical, complex, and highly technical issues using mostly code-level techniques – like trace and source code analysis, debugging tools, reverse engineering techniques and other sophisticated diagnostic tools. EEs are responsible for driving Product Engineering engagement. They handle highly complex politically charged and financially important cases through collaboration and conflict resolution skills and act as key collaboration point for support teams.

In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.

Do you want to be at the forefront of a growing security deployment security practice within the FastTrack Center? Do you like working in a fast-paced environment with a team of smart, highly motivated deployment engineers. Looking for a customer focused, analytical, and high energy candidate to join our team who will be responsible for delivering onboarding support services. The Security or Compliance Engineer will handle the technical aspects of onboarding customers and partners to the Microsoft cloud with a focus on Microsoft 365 Defender (M365D), including Microsoft Defender for Endpoint (MDE), Microsoft Defender for Office (MDO), Microsoft Defender for Identity (MDI), and Microsoft Defender for Cloud Apps (MDA), or Microsoft Information Protection (MIP) and Microsoft Information Governance (MIG). This role entails providing proactive guidance and remediation assistance, and as a Fasttrack Engineer you will drive the technical execution.

As the Security & Compliance practice grows within the FastTrack Center, this role will be responsible for mentoring and training additional resources. In addition, this resource is expected to be in the forefront of all engineering releases and assess the impact of service changes.

Responsibilities

Key business metrics & responsibilities will include:
Execute, manage, educate, and lead customers & partners thru the onboarding process by providing remote guidance and following best practices

Utilize your demonstrated technical skills and leadership to assist with resolution of issues and removing any adoption blockers

Assist customers and partners with configuration of onboarding tools and processes

Analyse, develop, and communicate key onboarding process and technology improvement feedback for the development/engineering teams to enhance the entire deployment cycle

Develop, foster, and maintain effective working relationships with various groups within the organization including engineering, account teams, enterprise servicessupport, other customer facing roles in the FastTrack Center and partner teams to deliver key business metrics

Candidate Competencies:
Customer obsessed. Look at everything through the eyes of the customer and their need for a holistic secure solution. Quest to gather feedback obsessively and invest time and effort in the feedback to continually improve and grow customer trust. Looking for candidates to be proficient in either Compliance or Security.

Effective communication skills to effectively drive recommendations and establish priorities across various customers, partners, senior executives, and organization boundaries

Team player and collaborator with excellent follow up and documentation skills. Must be able to work and develop a positive relationship with customers of various size and complexity

Self-driven engaging individual with a proven history of demonstrated technical skills and leadership.

Ability to determine root cause of technical issues either on own or in a collaborative scenario. Strong problem-solving skills are necessary

Ability to ramp up quickly on new features and technologies around compliance

Knowledge of cloud-based technologies and able to explain why cloud computing is transforming positive change across industries

Must be able to manage time effectively and accurately maintain a weekly schedule of customer engagements

Must be comfortable with ambiguity and open to change while striving for clarity to drive positive business impact

Above all – the desire and ability to learn is key, and more important than previous experience with a long list of technologies

Embody our culture and values

Qualifications

Required/Minimum Qualifications

At least 2 years working experience in SecOps / IT team managing Security or Compliance

Ability to trouble-shoot technical issues up through tier 2

Customer and Partner Focus: Demonstrated skills and abilities to consistently create an amazingly positive experience for our customers and Partners

Collaboration: exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities

Proven ability to work virtually

Communication Skills – Spoken and written English (including technical writing). Demonstrate how to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries. Ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations

Strong technical leadership, relationship building to create, reinforce, motivate, and guide the team, customers, and partners

Required Compliance AND/OR Security Technical Skills:
Compliance:
Technical proficiency in and learning attitude toward Compliance in an enterprise environment using at-scale technologies.

Risk Assessment/Information Protection

Hands-on experience with Microsoft Information Protection and/or Microsoft Information Governance technologies is necessary.

Proven experience in one of the following areas:Configuring DLP (Data Loss Prevention), Labels and policies, encryption etc.

Retention and Record Management.

E-discovery

Proven experience in one of the following core Microsoft 365 workloads: Exchange Online, SharePoint, Online Teams

Security:
Technical proficiency in and learning attitude toward Security in an enterprise environment using at-scale technologies.

At least 2 years working experience in SecOps leveraging any of the following Threat Protection technologies: Microsoft 365 Defender, Microsoft Defender for Endpoint, Microsoft Defender for Office 365, Microsoft Defender for Identity, and Microsoft Defender for Cloud Apps.

Proven experience in configuring one or more of the following Security solutions in enterprise environments:

Endpoint Detection and Response (EDR)

Extended Detection and response (XDR)

Endpoint Protection Software (EPP)

Email Security software

Active Directory Identity Protection software

Additional Security/Complience Skill and Preferred Qualifications:

Governance risk and Compliance (GRC)

Regulatory knowledge/experience

Information Risk Assessment and Management

E-Discovery experience is priority as most customers need assistance with this

Experience working with customers to articulate and architect solutions for Data Discovery, Data

Classification, Rights management, Governance Risk and Compliance.

Experience delivering customer support and guidance in a remote environment

Experience presenting to and briefing stakeholders from compliance, legal, IT, C-suite

Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

Preferred Education: Bachelor’s degree in Computer Science, Engineering, Math, or equivalent’s experience.

Preferred Experience: 5+ years technical Consulting experience, or Support experience in a second or third tier role. Microsoft SC-400, SC-900, MCSA (Microsoft Certified Solutions Associate) Office 365, MS-500, or MCSA/MCSE in another discipline

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.