Supports the cybersecurity program by operating and improving Microsoft security technologies, identity and cloud controls, vulnerability management, incident response, data protection, vendor risk, audits, security awareness, and compliance. The role oversees an MDR provider, validates controls and remediation, maintains security documentation and dashboards, manages incident escalation and on-call response, and aligns security practices with NIST, CIS, SOC 2, USPS, and cyber insurance requirements.

Provides first-line technical support to customers through phone, email, forums, and other channels. Troubleshoots software, hardware, installation, and configuration issues; documents interactions and solutions; escalates complex problems; and collaborates with Engineering, Product Management, and Professional Services. The role also maintains knowledge-base content, submits enhancement and defect reports, advises customers on products and postal requirements, and supports customer satisfaction and retention.