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Embedded Escalation Engineers (EEE) 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. EEEs 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.

As an EEE, you will work closely with the Security Engineering for Microsoft Sentinel team, which is responsible for developing and maintaining the Sentinel product.

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.

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 Microsoft Customer Experience and Success (CES) 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.

This role is flexible in that you can work up to 50% from home.

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

As an EEE, you will work closely with the Security Engineering for Microsoft Sentinel team, which is responsible for developing and maintaining the Sentinel product. Microsoft Sentinel is a scalable, cloud-native solution that provides:

• Security information and event management (SIEM)

• Security orchestration, automation, and response (SOAR)

Your key responsibilities will include:

• Leading engineering investigations to resolve support incidents impacting our customers in a timely and effective manner.

• Improving customer experience and driving key service improvements by building solutions, tools, and troubleshooting guides, and helping automate issue detection and diagnosis.

• Identifying emerging trends or recurring escalation scenarios and driving engineering opportunities to mitigate and/or eliminate them from the workflow.

• Educating support engineers with the latest investigation methods and tooling.

• Contributing to the product improvements by filing impactful bugs, design change requests and helping developers to fix issues and ship the fixes to production.

• Acting as a trusted advisor to the engineering team, participating in strategic technical, architectural and design discussions, and representing the customer voice in planning efforts.

• Suggesting changes to future versions of the product to better equip our support teams as well as our partners and customers and help influence in-market solutions today.

This position requires extensive cross-group coordination and excellent oral and written communication skills. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.

As a Microsoft Sentinel EEE you are expected to be on top of the technical aspect of the product and keep up-to-date knowledge with new features and technologies emerging to the product. Microsoft Sentinel EEE is the “go to” person for any product technical concern.

Qualifications

Required Skills:

• Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role.

• Deep technical and architectural knowledge on Coud Security and Networking.

• Deep technical knowledge of Azure cloud computing.

• Experience with Windows and Linux based environments.

• Experience with Containers and Kubernetes environments including AKS, EKS and similar.

• Experience with AWS, GCP and other clouds (advantage)

• Experience with Kusto (Data Explorer) Query Language

• Experience with PowerShell and CLI queries and commands

• Threat protection i.e., Indicator of Attack/Compromise, MiTTRE

Preferred Skills:

• Familiarity with Malware landscape

• Familiarity with Incident Response

• Familiarity with CSPM (Cloud Security Posture Management) and CWPP (Cloud Workload Protection Platform) terms and tools.

• Familiarity with Azure Active Directory Identity management

• Some Azure troubleshooting experience

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .