The Microsoft Security organization’s mission of making the world a safer place has never been more important. As threats become more frequent and sophisticated, we drive improvements into our security products that keep our customers, apps and their devices safe. The Microsoft Security Customer Value Creation (CVC) Team anticipates, amplifies, and systemically solves customer needs, to make the world a safer place for all. It does this by ensuring our product teams, such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview are always on the front lines with customers, taking accountability for the end-to-end Microsoft Security customer experience, and that customers have what they need to be successful leveraging our Security suite of products.
The CVC Excellence team has an Intune Agentic Support Engineering team focused on providing customers with great experience using the Intune service and the best possible support experience.
We are looking for an experienced Intune engineer who is passionate about customers, able to solve detailed technical problems, and has a thirst for knowledge. You will be equally happy talking to customers or developers and able to create clarity to allow faster progress. You’ll relish learning new things and love the prospect of using AI to drive greater impact.
Responsibilities
Partner with the Software Engineering team to review architecture/design and provide feedback and guidance as it relates to the customer experience, support & customer impact
Be the Intune technical lead for a customer in the Mission Critical Support service and elevate the support experience for that customer.
Lead supportability and troubleshoot the availability of the service
Drive process improvements within the team and the larger organization as a whole
Provide active coordination across multiple support teams
Partner with the software engineering and production support teams to resolve issues
Drive bugs/DCRs related to problem management tickets
Help to identify the cost associated with each problem management ticket
Document processes, best methodologies and technical instructions for Support Groups based off the problem management findings
Enable customer support teams and partners in a wide range of technical subjects
Voice of the Customer: Identify trends that generate customer calls, review community data, and use that data to drive improvements back into the product
Qualifications
Passion for customers
Production experience in managing large environments using cloud-based services.
Demonstrated experience in Client Side Support, Hardware/OS, and Networking
Sound troubleshooting skills
Production system experience with Windows 11, Mobile Device Management and/or Autopilot based deployments.
Experience with iOS and Android devices and operating systems
Ability to deal with the ambiguity associated with working in a fast paced and changing environment.
Excellent written and oral communication skills
Familiarity with the Software Development Life Cycle (SDLC) in a faced paced, agile environment
Leadership: sound problem resolution, judgment, negotiating and decision making skills
3+ years’ experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems
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.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
Skills Required
- Passion for customers
- Production experience managing large environments using cloud-based services
- Demonstrated experience in client-side support, hardware/OS, and networking
- Sound troubleshooting skills
- Production system experience with Windows 11
- Experience with Mobile Device Management and/or Autopilot based deployments
- Experience with iOS and Android devices and operating systems
- Ability to deal with ambiguity in a fast paced environment
- Excellent written and oral communication skills
- Familiarity with the Software Development Life Cycle (SDLC) in an agile environment
- Leadership: problem resolution, judgment, negotiating and decision making skills
- 3+ years experience leading supportability and troubleshooting availability for high-availability enterprise systems
- Ability to meet Microsoft, customer and/or government security screening requirements (Microsoft Cloud Background Check)
Microsoft Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Microsoft and has not been reviewed or approved by Microsoft.
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Fair & Transparent Compensation — Pay is presented as broadly competitive overall, with clear role/level/location variation and an emphasis on using posted ranges and band information for apples-to-apples comparisons.
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Retirement Support — Retirement benefits are described as a standout, highlighted by a strong 401(k) match structure and immediate vesting, plus additional plan features for tax-advantaged saving.
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Parental & Family Support — Family-oriented benefits are portrayed as a meaningful strength, with substantial paid parental leave and added supports like back-up care and adoption/surrogacy assistance.
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